Ask David: From Shared Inboxes to Multi-Channel Mastery

David Seed, Head of Product at Lokulus, shares how TMCs can meet the rising expectations of today’s travellers — and why AI customer service platforms such as Lokulus are key to delivering speed, personalisation, and consistency across every channel.

Q. Travellers want instant responses across multiple channels — how can TMCs realistically deliver that?

A. Shared inboxes were a step forward for email, but they’re not built for the way travellers communicate today. People now message via WhatsApp, webchat, SMS, social platforms and phone, expecting the same quick, high-quality reply. Without the right tools, channels stay siloed, urgent cases get missed, and service speed suffers. Platforms like Lokulus bring all channels together, prioritise urgent cases, and route them to the right person — so nothing important slips by.

Q. How do you make sure urgent issues aren’t missed?

A. In a multi-channel world, a cancellation or missed connection can be buried among routine requests. Technology that detects high-priority cases and pushes them to the top of the queue ensures they’re resolved before they escalate.

Q. Travellers expect personal service — can an AI platform really deliver that?

A. Yes. Lokulus can build a complete traveller profile in seconds, presenting agents with booking history, preferences, and prior commitments instantly. Agents can then respond in a way that feels informed and personal — without wasting time hunting for details.

Q. How do managers keep control when messages come from everywhere?

A. Let technology do the heavy lifting — automatically managing workloads and reassigning cases across the organisation. Lokulus also provides operations teams with real-time insights into volumes, bottlenecks, and channel activity, so performance and service quality are maintained without manually tracking every task.

Q. What about being proactive, not just reactive?

A. Lokulus monitors GDS queues and alerts automatically, spotting potential issues before they affect travellers. It can send updated flight times or rebooked details ahead of a disruption — turning a potential problem into a positive experience.

Q. And the balance between AI and human service?

A. The platform handles repetitive admin and triage so agents can focus on service and problem-solving. It’s not about replacing people — it’s about giving them the space to deliver the human touches and expertise that make the difference.

Ready to see it in action? Visit www.lokulus.com/travel to discover how to turn a patchwork of channels into a seamless traveller experience.