Italian TMC Gattinoni Business Travel has partnered with AI solutions provider Acai Travel to deploy AI travel agents into its operational workflows.
The implementation will help Gattinoni’s employees “resolve complex travel requests faster” by offering real-time assistance to analyse post-booking requests.
This will initially follow a co-pilot model, the companies said, with Acai’s AI agent capable of interpreting fare rules, travel data and operational context to provide "actionable recommendations" for the human agent to then communicate to the traveller.
Moving forward, the AI agent will be able to fully resolve certain “high-volume, low-complexity” requests automatically, the companies said in a statement.
Nevertheless, Gattinoni – the sixth largest TMC in Italy, according to BTN Europe’s Leading TMCs 2025 report – stressed that the technology has been designed to “work alongside” its human advisors rather than replace them.
“AI gives our advisors a powerful tool to manage operational complexity more efficiently while keeping the human relationship with the traveller at the centre of the experience,” said Elena Carlino, corporate travel director at Gattinoni.
Acai Travel CEO Riccardo Vittoria added: “What we’re building together is a model where AI handles operational complexity and advisors focus on delivering great service. In some cases, the AI acts as a co-pilot to the advisor, and in others it will be able to resolve requests autonomously where that improves speed and efficiency.”
Following its partnership with Acai, Gattinoni said it is the first TMC in Italy to deploy AI agents directly into its customer service workflows, which are powered by Front. While the initial deployment focuses on corporate travel operations, the companies said additional operational areas are “already being evaluated” as part of Gattinoni Business Travel’s broader innovation roadmap.