Key Takeaways:
• Talkdesk unveiled dedicated Experience Clouds for travel and hospitality, designed to automate and personalize service across the entire customer journey
• The solutions use AI-powered agents and low-code tools to deliver real-time support, integrating seamlessly with CRM, booking systems, and PMS platforms
• Executive leadership and early adopters emphasize the platform’s impact on customer loyalty, agent deflection, and speed-to-resolution
Talkdesk has introduced two new industry-specific Experience Clouds—Travel and Hospitality—aimed at transforming how brands in these sectors deliver service across every stage of the customer journey. Built on Talkdesk’s Customer Experience Automation (CXA) platform, the new solutions use AI agents, low-code orchestration, and contextual awareness to streamline everything from flight disruptions to room service requests.
With consumer expectations rising and operational complexity increasing, Talkdesk’s tailored platforms promise a faster, more personalized, and contactless support experience.
The company has been very busy improving its solutions – in March we reported on the company’s agentic AI solution. In May we reported the new Talkdesk Express gives small businesses, enterprise CX and also that the company modernized Cegeka’s customer service operations. Finally, a few weeks back, we reported their new CXA is a purpose-built AI platform that coordinates autonomous agents across the entire customer journey.
“Modern travelers don’t just expect fast, personal support—they demand it,” said Tiago Paiva, CEO of Talkdesk. “Our new Experience Clouds are built to meet these expectations with proactive service, omnichannel communication, and AI that understands context, urgency, and tone.”
The Travel Experience Cloud helps airlines and mobility providers automate communication around delays, rebookings, upgrades, and more, while maintaining a consistent customer experience across voice, SMS, chat, and mobile. The Hospitality Experience Cloud enables hotels, resorts, and casinos to integrate their property management systems (PMS), CRMs, and loyalty platforms into one unified service layer.
Key features of both platforms include:
- Multi-agent AI orchestration with shared context
- Real-time recommendations and proactive outreach
- Native compliance support for GDPR, CCPA, and other data regulations
- Multilingual, omnichannel engagement with sentiment-aware agents
- Low-code configuration and prebuilt integrations for rapid deployment
The AI agents adapt their responses based on where the customer is in their journey—booking, check-in, in transit, in-room, or post-stay—and tailor interactions based on loyalty tier and service history.
“In hospitality, the guest journey never stops. We needed a platform that could respond instantly, across languages and channels, without overwhelming our team,” said a spokesperson from HotelTonight, an early user of the platform. “Talkdesk’s hospitality cloud helped us close the gap between digital and personal service.”
On the travel side, Talkdesk highlights use cases like automatically rebooking a flight after a cancellation or offering compensation for delays before a customer even contacts the airline. These moments, according to the company, build trust and loyalty in high-stress situations.
Talkdesk’s launch of the Travel and Hospitality Experience Clouds underscores a growing demand for industry-specific AI solutions that do more than automate—they elevate the entire customer experience. By embedding real-time intelligence, contextual awareness, and low-friction deployment into core operational systems, Talkdesk offers airlines, hotels, and entertainment venues a way to meet modern customer expectations with speed, empathy, and precision. As service industries continue to recover and reinvent post-pandemic engagement models, Talkdesk is positioning itself as a critical enabler of scalable, seamless, and loyalty-driven transformation.
“Providing empathy at scale is not just a tagline—it’s an operational requirement in industries where moments of friction define the brand,” said Kathie Johnson, Chief Marketing Officer at Talkdesk. “These new clouds deliver that capability, powered by AI and tailored to the nuanced workflows of each industry.”
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Rich Tehrani serves as CEO of TMC and chairman of ITEXPO #TECHSUPERSHOW Feb 10-12, 2026 and is CEO of RT Advisors and is a Registered Representative (investment banker) with and offering securities through Four Points Capital Partners LLC (Four Points) (Member FINRA/SIPC). He handles capital/debt raises as well as M&A. RT Advisors is not owned by Four Points.
The above is not an endorsement or recommendation to buy/sell any security or sector mentioned. No companies mentioned above are current or past clients of RT Advisors.
The views and opinions expressed above are those of the participants. While believed to be reliable, the information has not been independently verified for accuracy. Any broad, general statements made herein are provided for context only and should not be construed as exhaustive or universally applicable.
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