Booking a flight, changing a ticket, or navigating travel delays can feel overwhelming, especially when customer service lines are packed and outdated systems make the process even harder. What if AI could remove that stress, save airlines millions, and give travelers the convenience they crave? 

In this episode of Full Tech Ahead, Amanda Razani sits down with Jason Valdina, Senior Director of Engagement Channel Strategy at Verint, a global leader in CX automation. With years of expertise in automation, Verint has worked with major airlines, train services, and hotel chains to modernize their customer service. Jason shares how AI bots can assist in freeing humans from repetitive, frustrating tasks so they can focus on what truly matters: Creating meaningful travel experiences. 

Discover how AI bots are not just reducing costs, but also transforming how the travel industry engages with customers. From airlines like Volaris achieving a 70% cost reduction, to Amtrak selling tickets directly through chatbots, Jason reveals how automation is reshaping customer experience. 

TIMESTAMPS: 

[00:00] Introduction to Verint and CX Automation 

[05:00] The Role of AI Bots in Travel 

[10:00] Volaris Airlines Success Story 

[15:00] Debunking the “AI Replaces Humans” Myth 

[20:00] New York City Transit and Social Media Automation 

[25:00] Amtrak’s AI-Powered Ticket Purchases 

[30:00] Hotels and the Power of Generative AI 

[35:00] The Evolution of Conversational AI 

[40:00] From Reactive to Proactive AI in Travel 

[45:00] The Rise of Co-Pilot Bots for Employees 

Quotes  

1. “As humans, we shouldn’t have to do all these complicated checks and balances. If it’s rote, let a bot do that.” – Jason Valdina 
2. “Volaris reduced their cost footprint by 70% and automated 85% of customer conversations. That’s massive.” – Jason Valdina 
3. “It’s not about AI replacing people. Volaris grew 380% in volume but only needed 9% more staff.” – Jason Valdina 
4. “When customers have autonomy and convenience, they actually spend more. That’s the real ROI of AI.” – Jason Valdina 
5. “We’re in the co-pilot era now. AI is augmenting employees, not just helping customers.” – Jason Valdina 

Takeaways  

• Automation Frees Humans for Human Work: Let AI handle repetitive tasks so staff can focus on higher-value interactions. 
• Proactive AI Builds Customer Loyalty: Following up on incomplete actions boosts convenience and conversion. 
• AI Can Generate Revenue, Not Just Cut Costs: From seat upgrades to ticket purchases, bots create new revenue streams. 
• The Future Is Human + AI Collaboration: Co-pilot bots will empower employees with real-time knowledge and insights. 

Find Amanda Razani on LinkedIn. https://www.linkedin.com/in/amanda-razani-990a7233/