The Future of Customer Engagement: From Reactive to Predictive Service

For years, enquiry management has been reactive: a traveller reaches out, you respond. But in the travel industry, where disruption is inevitable and traveller expectations are soaring, that model is already outdated. The future belongs to TMCs who can predict needs before they arise.

From inbox to intelligence

Tomorrow’s enquiry management won’t just store and route messages — it will act as an orchestration layer for the entire traveller experience. By combining historical data, real-time updates, and AI-powered insight, TMCs will be able to:

• Anticipate spikes in demand (e.g., weather events, strikes, policy changes) and prepare teams before enquiries flood in.
• Use sentiment analysis to identify at-risk or high-value travellers.
• Automatically resolve routine requests, freeing agents for high-complexity cases.
• Engage on the traveller’s preferred channel — WhatsApp, email, chat — without losing context.

The industry shift

As trips become more complex, with multi-leg itineraries, sustainability considerations, and heightened duty-of-care requirements, enquiry management will need to evolve into a predictive engagement model.

Lokulus today, ready for tomorrow

Lokulus is already building this future. Our AI-driven platform continually evolves to meet changing expectations, combining automation with empathy. Whether it’s integrating richer traveller profiles, enabling WhatsApp engagement, or delivering real-time operational dashboards, we’re giving TMCs the tools to go from reactive responders to proactive partners.

The shared inbox may be where the conversation starts — but the future is about owning the whole journey.