Italy’s TMC Gattinoni Business Travel has partnered with AI solutions provider Acai Travel to bring AI travel agency into its business workflow.
The implementation will enable Gattinoni’s employees to “resolve complex travel requests faster” by providing real-time assistance to analyze post-booking requests.
The companies say it will initially follow a co-pilot model, with Acai’s AI agents able to interpret fare rules, travel data and operational conditions to provide “actionable recommendations” to human agents to pass on to travelers.
Going forward, the AI agents will be able to fully resolve certain “high-volume, low-complexity” requests automatically, the companies said in a statement.
Nevertheless, Gattinoni, Italy’s sixth-largest TMC according to BTN Europe’s 2025 Leading TMC Report, stressed that the technology is designed to “work alongside” human advisors, rather than replacing them.
“AI provides advisors with powerful tools to more efficiently manage the complexity of their work while keeping the human connection with the traveler at the heart of the experience,” said Elena Carlino, director of corporate travel at Gattinoni.
Acai Travel CEO Riccardo Vittoria added, “What we are building together is a model where AI handles operational complexity and advisors focus on providing great service. In some cases, AI acts as the advisor’s co-pilot, and in other cases, AI can resolve requests autonomously, increasing speed and efficiency.”
Following the partnership with Acai, Gattinoni said it was the first TMC in Italy to directly introduce an AI agent into its customer service workflows powered by Front. While the initial implementation is focused on corporate travel operations, the companies said additional business areas are “already being evaluated” as part of Gattinoni Business Travel’s broader innovation roadmap.
