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Digital workforce · live at TUI
From a travel advisor in chat to call summaries, agent assist and in-store notes. TUI's digital workforce grew one role at a time.
The digital workforce
Thibault joined TUI in 2025, and three colleagues followed across voice, agent assist and retail. This is the record of what they do, what they have learned, and where they go next.
The team
Read it the way you would read a colleague's record: where each one started, what it solved, and the work it took on next, in the order they joined TUI.
Skills applied
Hover a skill to see what it does and where TUI's digital workforce puts it to work.
Resolves customer questions from the knowledge base and product documentation, in the customer’s language, without a scripted decision tree.
Extracts structured information from source material so it can be used in the next step.
Completes the required action in a connected system after gathering the relevant information.
Recognizes when a request needs human judgment and routes it to the right specialist with context.
Connected systems
No re-platforming. TUI's digital workforce reads from and writes to the systems the team already uses.
Working with the workforce
“People don't want endless choices, they want the certainty of making the right choice. That's why Thibault is the ideal solution for our customers.”
Industry insight · travel & tourism
Booking changes, destination questions and “Where is my refund?” requests make up most repetitive contacts. Their volume rises sharply during peak season. A digital colleague absorbs that demand instantly, so the team maintains its service levels without hiring for the peak.
Put one on your queue
Tell us your busiest queue. We will map it to a supervised pilot on one channel, the way Thibault started at TUI.