How Solutono answers 64% of tickets instantly and turns WhatsApp into a sales channel

Solutono is an online travel agency based in Spain. The team sells flights online, resolves air travel incidents for customers who are already mid journey, and runs a premium service called Solutono Prime for travellers who want priority support.

Travel is a seasonal business, and Solutono feels that seasonality sharply. Demand builds through spring and peaks in summer, when the team fields up to 2,000 calls a day. Every one of those conversations does two jobs at once. It is a service question about check in times, baggage sizes or a booking change, and it is a potential flight sale.

Conversation volume now runs past 31,000 a year across WhatsApp, Google Business Messages, web chat and email, all of it already centralised in one shared Trengo inbox. As the business grew, Solutono set its sights on the next win: answering faster, on the channel most customers now choose.

Challenge: growing volume on the channel customers prefer

WhatsApp became Solutono's busiest channel, spread across eight numbers. At peak, around half of all customer contact arrives there, and most of it is the same set of quick questions asked thousands of times over a season.

1. A seasonal peak concentrated on one channel

• Up to 2,000 calls a day during the summer peak
• Around half of customers choosing WhatsApp for quick questions
• Most of those questions repetive: check in times, baggage sizes, adding a suitcase, changing a booking
• Messages continuing overnight and at weekends, outside office hours

2. Speed as a commercial opportunity, not just a service metric

In air travel, a question about adding a bag or moving a flight is frequently the opening move of a booking. As volume grew, average first response time settled at around two hours, and Solutono saw a clear opportunity in closing that gap.

• Customers with a live booking question waited in the queue behind everyone else
• Enquiries arriving overnight were picked up the following morning
• Agents spent the peak season on repeat questions rather than complex incidents and sales conversations
• Growth meant more of these conversations every year, not fewer

"A question about a booking change is very often a booking. The faster we answer, the more of them we win." — Solutono

Solution: an AI Agent that answers, qualifies and hands over

Solutono built an AI Agent and a set of Journeys on WhatsApp, its highest volume channel. The design principle was hybrid from the start. The AI Agent takes the repetitive airline questions and gathers everything an agent will need. People keep the complex incidents and the revenue conversations.

The flow works like this:

Message arrives on WhatsApp → AI Agent answers from the knowledge base → booking details and reason for contact collected → conversation handed to an agent when a person is needed → satisfaction request sent after resolution

1. Instant answers to airline questions, 24 hours a day

The AI Agent answers the most common flight questions directly from a knowledge base built on Solutono's own airline and booking information. Check in times, baggage allowances, adding a suitcase and booking change rules are handled without any agent involvement, including overnight and at weekends. Outside opening hours, customers are told when a person will be available.

2. Lead and booking details collected before handover

Because every inbound chat is a potential sale, the Journey collects what the team needs before a person joins the conversation. It captures the customer's name, email address and reservation code, and records the reason for contact.

3. A clean handover when a person is needed

Anything the AI Agent should not answer goes to the team. The AI Agent writes a summary note on every conversation it passes over, so the agent picking it up starts with the booking reference and the reason for contact already in front of them rather than scrolling back through the thread.

4. A two step satisfaction check that feeds public reviews

After a conversation is resolved, a two step flow asks the customer how it went. Customers who report a good experience are invited to leave a Google review, turning resolved support conversations into public proof.

Results: faster answers, more capacity, the same team

• 64% of incoming tickets are now handled by the AI Agent, leaving the human team to concentrate on complex incidents and revenue driving requests
• The AI Agent handles roughly 8x the ticket volume of a human agent
• First response is now instant, 24 hours a day
• Booking details and the reason for contact arrive with every escalated conversation, so agents open with context instead of questions
• The summer peak is absorbed on the existing team, without adding agents for the season

"One AI Agent now covers work that would otherwise take several people, and every conversation still reaches an agent with the details already collected. That is what lets us stay fast in the months that matter most." — Solutono

Conclusion

By automating the repetitive half of its WhatsApp volume, Solutono turned its busiest channel into its fastest one. Customers get an answer in seconds at any hour, and the team keeps its attention on the conversations that carry real value.