Building a data-driven, efficient culture with AI
To keep ahead of the competition, they rolled out ChatGPT Enterprise to hundreds of employees to support innovation and creativity across the organization. [Holiday Extras(opens in a new window)](https://www.holidayextras.com/) is the European leader in travel extras, helping travelers find the best airport lounges, hotels, parking, and insurance. They’ve been around for over 40 years, but have stayed on the cutting edge of innovation in the travel industry.
- Agent or tool
- ChatGPT
- Topic
- Customer Support
- Reported on
- Case study (OpenAI)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 399 by interest), and one of 145 involving ChatGPT.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into ChatGPT or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was ChatGPT.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (OpenAI): https://openai.com/index/holiday-extras. Our summary is a paraphrase; details are in the source.
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