Transforming a Travel Company’s CX With TED, TDCX’s GenAI-Powered Agent Assist Tool
THE CHALLENGE
Travel disruptions are inevitable, but poor support doesn’t have to be. For a global, industry-recognized travel and mobility company, their customer service agents were under immense pressure to respond to high volumes of emotionally charged emails, often during urgent transactions, cancellations, or other service interruptions. Each message demanded empathy, accuracy, and speed.
Unfortunately, the agents didn’t have the tools to keep up. Information was scattered across multiple platforms, and crafting a single accurate response could take up to 40 minutes. Despite their skill, agents consistently fell 20% short of resolution targets. The complexity also affected onboarding, slowing down ramp-up times and straining existing teams. The company needed to smooth out the journey behind the scenes. That meant giving agents a better way to manage complexity without losing the personal touch.
THE SOLUTION:
AI-powered agent assist
TDCX built TED, an AI-powered agent assist tool, to help the company’s CX team manage complex, emotionally charged email interactions more efficiently.
One-click actions
From drafting responses and surfacing case histories to applying tone suggestions in customer interactions, TED turns multistep tasks into seamless, single-click actions.
Emotionally aware responses
Powered by generative AI, TED analyzes customer sentiment and intent to generate contextually relevant replies, helping agents respond faster with empathy, clarity, and confidence.
Unified knowledge access
TED provides a single conversational interface that allows agents to retrieve accurate information instantly and resolve issues with fewer clicks.
Multilingual and accessible support
With built-in translation, text-to-speech, and rephrasing capabilities, TED enables agents to serve customers across languages and accessibility needs, all within the same workflow.
Accelerated onboarding
TED provides new agents with shared insights, suggested spiels, and guided responses — reducing ramp-up time without overwhelming training demands.
THE RESULTS
FROM A 20% SHORTFALL IN PERFORMANCE
DOWN FROM AS MUCH AS 40 MINUTES
VS. CX AGENTS NOT ASSISTED BY TED
RESOLUTION TARGETS EXCEEDED
