AI travel support in Teams and Slack
Cognigy.AI has proven to be the perfect fit for our enterprise needs and has enabled us to deliver a truly exceptional customer experience." Darryl Hoover CTO @ Direct Travel The solution Direct Travel introduced an AI agent named Simon, accessible directly through Microsoft Teams and Slack. AI travel support in Teams and Slack Direct Travel is one of North America’s leading corporate travel management companies, headquartered in Denver, Colorado, with more than 1,400 employees and over $5.8 billion in annual travel sales.
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- 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 537 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy 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 Cognigy.
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 (Cognigy): https://cognigy.com/en/case-study/direct-travel. Our summary is a paraphrase; details are in the source.
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