Webjet partners with AWS & Microsoft to drive AI travel solutions
Webjet Group has announced partnerships with AWS and Microsoft to develop new artificial intelligence travel solutions.
The company is pursuing technology-led growth as part of its five-year plan, aiming to address challenges across the travel industry by applying AI to both customer experience and operational efficiency initiatives.
AI in customer service
Webjet has worked with AWS to develop a prototype AI agent for its customer service centres. This technology will be deployed within its operations, integrated with Amazon Connect, AWS' cloud contact centre solution. With the new AI agent, Webjet seeks to simplify flight change and cancellation queries and support agents in navigating airline fare rules, a process often regarded as complex and time-consuming.
The planned internal rollout of the AI agent is expected to help Webjet deliver faster customer responses, make associated travel costs more transparent, improve service efficiency and reduce operating costs for the group.
Webjet originally migrated its contact centre functions to Amazon Connect in 2023, leading to improvements in operational processes and customer experience metrics. The integration of the AI agent is regarded by Webjet as a significant extension of its collaboration with AWS.
Nam Je Cho, Director of Solutions Architecture, AWS, Australia and New Zealand, said, "As we enter a new era of agentic AI capabilities, we're thrilled to partner with Webjet to identify opportunities to leverage AI's transformative power to solve highly complex industry challenges and pave the way for innovation. Together, we've created a cutting-edge solution that not only helps to enhance operational efficiency but fundamentally reimagines how travel companies can better serve their customers and transform their industry. This new AI agent is a great example of how organisations can embrace AI to drive meaningful transformation across their operations."
Travel planning with Microsoft
In partnership with Microsoft, Webjet has developed a proof-of-concept for an AI-powered travel planning agent. This follows a joint innovation hackathon, and the resulting agentic travel planner uses multi-modal AI to provide personalised, context-aware recommendations and itinerary updates.
The travel planner offers interactive, conversational support, adapting to user preferences in real time. The first prototype will be introduced to Webjet's travel experts, who will use it with customers and provide feedback for further development. Webjet's future plan for this product includes making the tool available through AI marketplaces to reach a wider, digitally oriented audience.
Jo Dooley, Vice President Enterprise Commercial at Microsoft ANZ, said, "Microsoft is proud to deepen our partnership with Webjet Group, a leader in travel innovation. Together, we are harnessing the power of AI to reimagine the travel experience, making it more personalised, seamless and secure for travellers everywhere. This collaboration marks an exciting step forward in our shared commitment to technology leadership, empowering Webjet Group to deliver smarter, trusted travel solutions for the future."
Wider AI strategy
Webjet's CEO and Managing Director Katrina Barry commented on the broader importance of these partnerships to the company's strategy and its work with other travel technology platforms.
Katrina Barry said, "Through our partnerships with AWS and Microsoft, we're excited to work with some of the most innovative AI teams to solve challenges that matter to our customers and the travel industry. Technology and innovation have always been at Webjet's core, and we're inspired by the opportunity AI brings to further strengthen our capabilities. In addition to exploring AI solutions across our broader ecosystem and leveraging our fully integrated AI pricing engine at Trip Ninja, these new initiatives mark an important step in advancing AI-driven travel innovation. Just as importantly, we're empowering our people with the skills and tools to thrive in an AI-enabled future, ensuring we continue to be a trusted and technology-focused partner for travellers."
Webjet is continuing efforts to use AI and advanced technology across its operations, including integration with the Trip Ninja pricing engine to support complex travel itineraries, as part of its strategic goals through to the end of the decade.
