Case Study: Pelago boosts travel support and self-service with Yellow.ai

Pelago reimagines customer experience with generative AI powered automation

Pelago, the Singapore Airlines Group’s travel experience platform, wanted to reduce the workload on its travel agents and handle high-volume queries across itinerary planning, booking changes, cancellations, refunds, and post-booking support. To address this, Pelago worked with Yellow.ai and its Dynamic Automation Platform to introduce AI-driven customer assistance across website and WhatsApp channels.

Yellow.ai implemented a generative AI-powered travel assistant using multi-LLM, goal-based conversations, omnichannel support, Zendesk integration, and analytics dashboards. The solution helped Pelago deliver 24/7 self-service with minimal human involvement, onboard 5,000+ users within six weeks of launch, and improve agent productivity while handling large volumes of travel-related messages and inquiries.

Pelago

Pawan Darda

Chief Technology Officer