Serko multilingual travel support agents

What was done

Serko supports travel management companies and Booking.com for Business users through a global follow-the-sun operation. After a late-2024 volume spike, the team launched Zendesk AI Agents in September 2025 on one product line, defining about 20 high-confidence use cases and safeguards for attachments or risk indicators. In the first month, 33% of all resolutions were fully automated. Across Zendesk AI, Serko reports 67% lower full resolution time, 38% lower handling time, and more than 78% of conversations understood by AI agents.

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