Internova Sets a New Standard for AI in Travel with Its Centre of Excellence
Published on October 13, 2025
Internova Travel Group has launched an AI Centre of Excellence (AI CoE) to centralize research, development, and rollout across its brands. The goal: equip 100,000+ travel advisors with advanced AI tools that streamline work, improve advice quality, and lift the customer experience. By unifying efforts, Internova can move faster, reduce duplicated work, and drive consistent results across the network.
Focus areas that move the needle
- Agentic AI operations: Automates itinerary design, booking, and commission reconciliation. Advisors get time back for high-touch service, while the system takes care of repeatable tasks.
- Generative AI for advisors: Real-time recommendations and insights help advisors provide better guidance on the spot. Expect stronger first-call resolution and clearer client communication.
- AI-powered consumer-advisor matching: Smarter routing pairs travelers with the right advisor across GlobalTravelCollection.com, TravelLeaders.com, and Vacation.com. Better fits mean fewer handoffs and faster resolutions.
- Data-driven insights: With Microsoft Azure AI, Internova can analyze large datasets to inform decisions, optimize offers, and forecast demand. Advisors act on timely, evidence-based insights, not guesswork.
- Responsible AI practices: Governance frameworks ensure security, transparency, and ethical use. This builds trust with clients and reduces compliance risk. See Microsoft's approach to Responsible AI for context.
Collaborations that enable scale
Internova's partnership with Microsoft provides the infrastructure and tooling to build secure, scalable AI applications. Azure AI underpins the CoE's ability to deliver reliable solutions across brands without sacrificing performance or compliance.
What's already live across Internova brands
- Travel Leaders Network (2023): TobyAI, built with Travel Research Online, helps advisors automate routine tasks and surface data-backed insights for day-to-day decisions.
- ALTOUR (2024): ALTOUR Intelligence includes AI Predict (disruption management), AI Book (conversational bookings), AI Respond (instant support), and AI Transform (personalized outreach).
- Global Travel Collection (2025): Atlas, developed with Microsoft, automates complex planning and is saving luxury advisors over 1.5 million hours per year. More time goes into client relationships, less into manual planning.
Why this matters to customer support teams
The playbook here maps directly to support operations. Automate repetitive work, give agents real-time guidance, and route customers to the best-fit expert. The result: lower handling time, fewer transfers, and higher CSAT.
- Automate repeatable workflows: Think ticket triage, after-contact summaries, refunds, and status updates via agentic AI.
- Deploy agent assist: Surface knowledge, next-best actions, and compliant responses in real time.
- Route smarter: Use AI matching to connect customers with the right agent based on issue type, history, and intent.
- Instrument your data loop: Track AHT, FCR, deflection, and CSAT. Feed outcomes back into models to improve.
- Build responsible AI guardrails: Define policies for transparency, data retention, and escalation paths for edge cases.
- Upskill the team: Train agents and leads on prompt strategy, workflow design, and quality review. Explore role-based learning at Complete AI Training: Courses by Job.
What this signals for the industry
AI is becoming the backbone of service delivery in travel. Centralizing AI work lets Internova ship consistent tools, reduce friction for advisors, and respond faster to changing demand. Expect higher personalization, cleaner operations, and a measurable edge in customer experience.
The takeaway
Internova's AI CoE shows how to turn AI from scattered pilots into a unified operating system for service. Consolidate your stack, automate the busywork, and give frontline teams intelligence at the moment of need. That's how you protect margins and make support feel effortless for customers.
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