Travelio Grows Its Customer Operations with AI Rudder’s Voice and Contact Center Support

In property management, the customer experience extends beyond booking. Clear information about properties, check-in procedures, and rental policies is an essential part of the guest journey. Travelio, an Indonesian PropTech company managing thousands of apartments, houses, and villas, handles these customer interactions every day. Call volumes can vary across weekdays, weekends, and holiday periods, while customer service teams need to respond to incoming inquiries and proactively share relevant information.

To support these needs, Travelio uses AI Rudder’s AI Voice Agent and Inbound AI Contact Center (AICC) Collaboration. Together, these solutions support both automated voice communication and human assistance across Travelio’s customer service workflows.

The Challenge: Supporting Customers as Demand Changes

Travelio’s customer service teams assist guests with property inquiries, rental information, check-in procedures, and other needs throughout the rental journey. Some interactions require individual outreach. Before arrival, for example, guests need information about the check-in procedure for their property, while the customer service team also needs to remain available to answer incoming calls.

Balancing these responsibilities becomes more challenging when call volumes rise during weekends and holiday periods. Travelio needs to respond to customer questions while also reaching customers proactively with information about properties, rental units, and policies.

Before introducing AI Rudder, Travelio managed these interactions through its existing Qontak CRM system, with much of its customer communication handled through individual calls by human agents. As call volumes changed, Travelio needed a more flexible way to manage both incoming inquiries and outbound communication.

The Solution: Complementary Workflows for Incoming and Outgoing Calls

Travelio deployed two AI Rudder solutions to support different parts of its customer service operation. Inbound AICC Collaboration supports incoming calls, enabling customer service teams to assist with property questions, check-in procedures, and other rental-related needs.

For outbound communication, AI Voice Agent helps Travelio share information about rental units and policies. Both automated and manual outbound calling are available, depending on the communication requirement and the type of customer interaction.

The workflows operate within Travelio’s existing customer service environment, with interactions conducted in Bahasa Indonesia. Human agents remain involved when customers need direct assistance or follow-up, while AI-supported voice communication handles the outbound activities assigned to it.

Operational Value: Supporting Both Reactive and Proactive Communication

With separate workflows for inbound and outbound interactions, Travelio can respond to customer needs while also taking a more proactive approach to communication. Customers can contact the team through the inbound channel when they need assistance, while outbound communication allows Travelio to share relevant rental information without waiting for customers to make an inquiry.

Human agents remain involved when a conversation requires direct assistance or follow-up. At the same time, AI Voice Agent supports outbound communication, allowing the team to handle different types of customer interactions through the appropriate channel.

Operating seven days a week, AI Rudder is part of Travelio’s recurring customer service operations. The collaboration combines voice automation with human assistance, helping Travelio respond to customer inquiries and provide relevant information before and during their stay. This setup allows Travelio to support both inbound requests and outbound communication within its customer service operation.