Orvera AI

Put the fare rule on the agent's screen, not in a manual.

Orvera runs the conversation layer for airlines, hotel groups, cruise lines and car rental. Live guidance for your agents across voice and chat, a written record of every interaction, and AI agents that finish the routine calls end to end.

SOC 2 Type II, HIPAA Compliant, GDPR
Hear the calls
Why coverage decides it

How does Orvera measure quality across travel and hospitality conversations?

Orvera AI audits 100% of conversations against a scorecard built on the rule itself and reports by agent, by site and by property, holding a timestamped searchable record retrievable by customer, booking or date. DOT publishes your complaint rate next month, next to your competitors, by name, and a sample tells a regulator only what you believe is happening.

A quality program on a sample

A sampleof conversations reviewed
  • Tells a regulator what you believe is happening on your floor
  • Cannot show the all-in total was stated before payment
  • The recording may have aged out of the CCaaS archive
  • An analyst with headphones, when DOT names a passenger and a date

Orvera

100%of conversations audited
  • Scored against a scorecard built on the rule itself
  • Reported by agent, by site and by property
  • A timestamped, searchable record on every channel
  • Retrievable by customer, by booking or by date
What Orvera runs

Which travel and hospitality contact center use cases does Orvera handle?

Orvera AI works the human floor first: fare and rate rules in plain language on the agent desktop, every call written back to the record as a structured summary, a complete record of every interaction, and mandatory fee disclosure audited on every quoting call. AI agents then finish central reservation bookings and proactive disruption calls end to end.

  1. Agent Assist, live on an exchangeOn the desktop
    Surfaced to the agent

    The applicable fare rule, in plain language.

    Change fee · fare difference · reissue path

    Handle time on exchangesFalling
    Answer variance across agentsNarrowing
    The fee, the fare difference and the reissue path together
    01

    Fare and rate rules, live on the desktop

    Your agent is mid-call on an exchange and has to read a fare basis in Amadeus Altea or SabreSonic while the passenger waits. Orvera puts the applicable rule in plain language on the agent desktop, with the fee, the fare difference and the reissue path.

    • Moves average handle time on exchanges
    • The applicable rule in plain language, on the desktop
    • The fee, the fare difference and the reissue path together
    • Moves answer variance across agents
  2. Written back to the recordStructured
    After-call work
    Falling
    Format
    Yours
    Summary writtenTo the PNR
    Commitments capturedYes
    Free-text noteNot needed
    The actions taken and the commitments made are both captured
    02

    Every call written back to the record

    A human-handled call ends and the agent types a free-text note into the PNR or the OPERA guest profile while the next call queues. Orvera writes a structured summary of the conversation, the actions taken and the commitments made, in your own format.

    • Moves after-call work
    • Structured, not free text typed against a queueing call
    • The actions taken and the commitments made are both captured
    • Moves the completeness of the record on the booking
  3. Regulatory record requestRetrievable
    All
    Channels

    Timestamped and searchable, every interaction

    Not a recording that aged out with no transcript.

    Retrievable byCustomer, booking, date
    Time to produceFalling
    Not dependent on a CCaaS retention window
    03

    A complete record of every interaction

    DOT, FMC or a state attorney general names a passenger and a date, and the recording has aged out of the CCaaS archive or has no transcript. Orvera holds a timestamped, searchable record of every interaction on every channel, retrievable by customer, booking or date.

    • Moves time to produce the record on a regulatory request
    • Timestamped and searchable, on every channel
    • Retrievable by customer, by booking or by date
    • Not dependent on a CCaaS retention window
  4. Auto QA, on price-quoting calls100% audited
    100%
    Audited

    Was the all-in total stated before payment?

    Human-handled and AI-handled conversations alike.

    Disclosure rateBy agent, property
    Max FTC penalty$53,088
    The reservation line, not just the remediated website
    04

    Mandatory fee disclosure, audited on every call

    Your website was remediated for the FTC fees rule and your reservation line was assumed compliant. Orvera audits 100% of price-quoting conversations for whether the all-in total was stated before payment, and reports the disclosure rate by agent, property and brand.

    • Moves the mandatory fee disclosure rate on quoted calls
    • The reservation line, not just the website
    • Was the all-in total stated before payment, on every call
    • Reported by agent, by property and by brand
  5. Central reservation officeBooked
    All-in total
    Quoted
    Loyalty rate
    Applied
    Mandatory fees includedAll
    Payment capturedDone
    Written to CRSRES-7742
    The reservation is written into your own CRS
    05

    Central reservation office inbound booking

    A guest calls the brand reservation line because the website would not surface the rate or room type they wanted. Orvera handles availability, quotes the all-in total with every mandatory fee, applies the loyalty rate, captures payment and writes the reservation into your CRS.

    • Moves reservations completed on the brand line without adding seats
    • The all-in total is quoted with every mandatory fee
    • The loyalty rate is applied, not looked up afterwards
    • The reservation is written into your own CRS
  6. Irregular operations, outboundBefore the queue
    Inbound removed
    Before it arrives
    Refund election
    Same call
    Passenger list knownFirst
    Reaccommodation statedHeld
    Rebooking completedOn the call
    The reaccommodation already held is stated, not offered vaguely
    06

    Proactive disruption calls before the queue fills

    Operations control cancels a flight or a sailing and the passenger list is known before the passengers are. Orvera calls each one, states the reaccommodation already held for them, and completes the rebooking or takes the refund election on that call.

    • Removes inbound volume before it arrives during irregular operations
    • The reaccommodation already held is stated, not offered vaguely
    • Moves rebookings completed on the outbound call
    • The refund election can be taken on the same call
Proof

What does an Orvera travel call sound like?

Orvera AI's travel calls are three recordings from live engagements, on the drivers that fill a travel contact center: a hotel reservation, and two refund requests worked from the booking record. Each call is resolved on the reservation system the operator already runs, and each is transcribed, summarized and scored alongside every other conversation the floor handles.

Trevor books a room on the reservation line

Listen for availability, room type and the all-in total handled in one conversation.

Lana calls about a refund on a booking

Listen for how entitlement is established from the booking record before any answer is given.

Michael calls about a refund on a booking

Listen for the refund path and the next step being stated back to the caller.

Deployment lifecycle

Orvera AI connects to the PSS, CRS, telephony and ticketing an airline, cruise or hotel operation already runs, and goes live through a structured lifecycle rather than a switch you flip and hope. Your fare and rate rules, disclosure scripts and disruption procedures become structured workflows, tested across real scenarios before a single live call, then sharpened week over week.

01

Workflow creation

Your fare and rate rules, disclosure scripts, disruption procedures and past interactions are turned into structured workflows the agent follows.

02

Testing and validation

Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.

03

Controlled deployment

Agents go live through a defined process, monitored and connected to your PSS, CRS, telephony and ticketing.

04

Continuous improvement

Live performance feeds back into the workflows, sharpening resolution and compliance week over week.

Speed to value

How long does deployment take for a travel contact center?

Orvera AI reaches full production deployment in a travel or hospitality contact center in 3 to 6 weeks, starting from your own fare and rate rules. Those rules are mapped into executable logic and deployed within your existing PSS, CRS and CCaaS, and the Assist and Auto QA layers land without touching your PSS write path.

3-6weeks

to full production deployment.

  • Your own fare and rate rules mapped into executable logic
  • The Assist and Auto QA layers land without touching your PSS write path
  • Deployed within your existing PSS, CRS and CCaaS

Timelines depend on workflow complexity and enterprise requirements.

Enterprise-ready

Orvera AI audits 100% of price-quoting conversations for whether the all-in total was stated before payment, and reports the disclosure rate by agent, by property and by brand. The automatic refund clock under 14 CFR Part 260 and the all-in price disclosure under the FTC fees rule are both discharged, or breached, inside a conversation.

Approved-knowledge grounding

Agents answer only from the fare and rate rules you approve.

Disclosure scored on every quote

Was the all-in total stated before payment, by agent, property and brand.

Retrievable on request

By customer, by booking or by date, without a retention-window gap.

Granular controls

Permissions, guardrails and policy, configured per channel and use case.

SOC 2 Type II
SOC 2 Type II
HIPAA Compliant
HIPAA Compliant
GDPR Compliant
GDPR Compliant
Orvera AI
Get started

How does an airline, cruise or hotel operation get started with Orvera?

Orvera AI starts on the layer that reads rather than the one that writes. The Agent Assist and Auto QA layers land inside the 3 to 6 week deployment window without touching your PSS write path.

Ask a question