Overview
- HTS Assist is now live as a travel‑specific generative AI agent that executes end‑to‑end service actions such as rebookings, cancellations, disruptions and refunds through airline, hotel, car rental and payments integrations.
- The assistant is already deployed with Lotte Card and SMBC, with Hopper reporting resolutions about four times faster than human agents and an average $1.12 cost per case alongside partner‑reported servicing cost drops of up to 65%.
- Hopper says Assist is available in roughly 200 markets and more than 30 languages and is designed to drive incremental revenue, with 15% of early AI conversations resulting in ancillary sales.
- HTS built the system using a model‑agnostic approach trained on about 14 million agent interactions, combining major large language models with travel‑specific data to power transactional decisions.
- Live demos validated core capabilities but showed limits such as some upgrades or date changes requiring cancel‑and‑rebook flows, and the system is designed to escalate to human agents or route cases to people for compliance or accessibility.