Teneo.ai Launches Agentic AI for Airlines: Automates Luggage Updates and Loyalty Support with Enterprise-Grade Control
Teneo.ai has expanded its Teneo 8 platform with AI Agents built for airline customer service. The approach blends LLM-driven conversations with a deterministic intelligence layer and multi-LLM orchestration, so teams can automate across voice and digital without sacrificing accuracy, governance, or PII protection.
In airline service, fluent answers aren't enough. Wrong or hallucinated responses erode trust and cost money. Luggage and loyalty are the highest-stakes use cases, with airlines spending about $2B each year on delayed or lost bags and roughly 1.8 million bags reported lost or stolen annually. International trips see higher risk, and data is often fragmented between airports and airlines. For context, see industry benchmarks like SITA's Baggage IT Insights report (source).
Teneo 8 grounds every interaction in deterministic logic and verified backend data. On voice, it can plug into identity and access management so verification and authorization are handled before any sensitive detail is disclosed. That makes voice a governed access layer to airline systems.
"Luggage and loyalty programs are where customer trust is won or lost," said Per Ottosson, CEO of Teneo.ai. "Passengers want immediate, accurate updates when a bag is delayed, and clear answers when they want to redeem their points. With Teneo 8, airlines can eliminate the risk of incorrect answers by grounding interactions in deterministic controls and real-time backend data, while maintaining the governance, privacy, and reliability required in aviation."
How Teneo Enterprise Agentic AI Works
- Deterministic logic + LLMs: Natural conversations guided by rules and policies that prevent guesswork.
- Multi-LLM orchestration: Route tasks to the best model for the job while keeping a single control plane.
- Verified data: Answers come from systems of record-baggage, reservations, loyalty, payments-not from generated assumptions.
- Governed and private: PII-aware by design, with role-based access and audit trails.
- Voice as a secure gateway: Ties into identity and access management so sensitive actions only happen after verification.
AI Agents for Every Step of the Trip
Pre-Trip
- Flight search support, booking guidance, payment troubleshooting, confirmation recovery, itinerary retrieval, receipts, duplicate charge routing
- Policy-aware changes and cancellations, refund eligibility, vouchers and credits, fees, and exceptions
Day of Travel
- Flight status, proactive alerts, delays and cancellations, gate changes, connection risk guidance
- Online check-in help, boarding pass delivery, seat selection, paid seat changes, cabin upgrades
- Disruption handling and rebooking, alternative options, reaccommodation guidance, updated confirmations and boarding passes
Post-Trip
- Luggage tracking with proactive updates, delivery timelines, tracing guidance, and clear self-service steps
- Allowances and fees, delayed/lost/damaged intake, claim creation, required info capture, policy guidance, and case status follow-up
Loyalty
- Points balance, tier benefits, profile and account help, missing miles intake and tracking
- Redemption guidance, eligibility checks, troubleshooting common redemption issues, reward booking changes
Assistance
- PRM services, medical needs, unaccompanied minors, special assistance coordination and confirmations
What This Means for Support Leaders
- Accuracy you can measure: AI Agents achieve up to 99% accuracy by grounding answers in real data.
- Containment and speed: Automate over 60% of interactions and cut wait times with end-to-end flows.
- Lower cost-to-serve: Up to 50% in operational savings by resolving more in self-service.
- Better CX metrics: Improvements in containment, FCR, CSAT, NPS, and overall efficiency.
- Fits your stack: Integrates with Genesys, Five9, Microsoft, AWS, Google, and NICE without disrupting existing workflows.
Example: Baggage Delay Flow
- Verify caller identity via voice IAM and confirm booking.
- Fetch bag status from the baggage system; identify current location and next scan point.
- Provide a realistic delivery timeline and subscribe the customer to proactive updates (SMS or push).
- Offer delivery and pickup options, fees, and policy guidance automatically.
- If needed, file a claim, capture required details, attach receipts/photos, and issue a case ID.
- Trigger follow-ups on status changes; escalate to an agent with full context if exceptions arise.
Availability and Deployment
Teneo 8 is available now for new and existing customers. Teneo.ai provides deployment support, ROI modeling, and migration assistance to help airlines launch quickly and scale safely.
The platform handles millions of voice and digital conversations daily with enterprise-grade performance. It integrates with leading CCaaS and CX platforms-maximizing automation while protecting data and brand trust.
Learn more at teneo.ai.
About Teneo.ai
Teneo.ai (SSME:TENEO) delivers advanced Agentic AI for contact center automation-helping enterprises resolve customer inquiries faster, reduce wait times, and improve service quality. AI Agents achieve up to 99% accuracy, automate over 60% of interactions, and enable up to 50% in operational cost savings.
Trusted by AT&T, HelloFresh, Swisscom, and Telefónica, Teneo combines Conversational AI, Generative AI, and Large Language Models to drive measurable gains in containment, FCR, CSAT, NPS, and efficiency. The patented platform integrates with Genesys, Five9, Microsoft, AWS, Google, and NICE.
Upskilling Your Support Team
If you're building team capability around AI in customer support, explore curated training by role at Complete AI Training.
Contact
For further information, please contact:
Yoleidy Carvajal - Head of Strategic Marketing, Teneo.ai
yoleidy.carvajal@teneo.ai
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