Engine travel booking service agent

What was done

Engine built Eva, the Engine Virtual Assistant, on Agentforce to move beyond a chatbot that only answered simple questions. Eva retrieves booking details, confirms authorization, applies cancellation policies, calls Engine booking and payment APIs, and creates full-context cases when a human rep is needed. The agent resolves 50% of incoming chat cases automatically, reduces customer-support handle time by 15%, and raises chat CSAT by 16%.

Stack