How Digitrips resolved 74% of inbound calls without a human agent

A contact center built for complexity, buried in repetition

Digitrips manages millions of travel bookings for more than 5,000 B2B clients across Europe. It's a platform built for complexity multi-leg itineraries, corporate accounts, last-minute changes. But their contact center wasn't spending its time on any of that.

The majority of inbound calls had a single purpose: check a booking status. Agents were spending shift after shift answering the same question "where is my booking?" instead of handling the nuanced, high-stakes issues their expertise was actually needed for.

As client volumes grew, so did call load. Average handle times climbed. Wait times lengthened. The team needed a way to absorb routine inquiry volume at scale without compromising on the accuracy or trust their B2B clients depended on.

The challenge wasn't just volume it was authentication. Any self-service solution had to verify the identity of every B2B caller to 100% accuracy before exposing sensitive account and booking data.

A French-language AI Voice Agent built for precision authentication

SquawkVoice deployed a French-language AI Voice Agent on Freshdesk Omni, purpose-built around Digitrips' two core requirements: airtight authentication, and live booking data.

Rather than relying on a single verification layer which carries inherent failure risk the agent uses a dual-layer approach. Deterministic identity checks run first, combined with AI-driven contextual verification. Every caller is authenticated before any account data is accessed, with zero tolerance for error.

Once authenticated, the agent queries Digitrips' live booking system via API in real time returning accurate status, dates, and details without involving a human. The vast majority of callers get the answer they need and end the call without escalation.

When a call does need to escalate, the agent doesn't just transfer it prepares a full, structured call summary and pre-fills the receiving agent's screen pop, so the customer never has to repeat a single word.

The agent operates primarily in French with English as a fallback, matching Digitrips' client base and removing any language barrier from the self-service experience.

Measurable outcomes across every contact center metric

Since going live in production, the SquawkVoice agent has delivered consistent, quantifiable improvements — not just in call containment, but in authentication reliability and customer satisfaction.