Vernost Cuts Travel Booking Time by 60% and Speeds Support with Generative AI

Vernost is a global B2B technology company offering digital customer engagement, loyalty, payments, and travel technology solutions for over 100 million users across 35+ countries. Its customers include brands such as Axis Bank, Emaar, Indigo Airlines, VISA, Emirates NBD, SBI Card, TATA Neu, and Google.

As demand grew for more intelligent and personalized services, Vernost saw an opportunity to help its banking and aviation clients modernize how they deliver travel experiences. The team identified strong potential in generative AI to simplify hotel, flight, and holiday bookings—while also improving loyalty and service delivery.

“Our customers expect real-time, intelligent interactions,” says Himanshoo Patil, chief business officer at Vernost. “To meet that expectation, we needed to build scalable AI-powered platforms that support personalization and automation.”

Delivering on this vision required a flexible, high-performing AI infrastructure capable of supporting rapid development and enterprise-grade scalability. “Empowering great customer experience is our priority,” adds Patil. “To deliver that promise, we had to modernize our technology foundation.”

To deliver faster and more personalized customer engagement, Vernost expanded its use of AWS, which has hosted its application environment since 2016. Collaborating closely with AWS, Vernost designed a scalable generative AI solution to transform how banking and aviation clients manage travel bookings and loyalty programs.

In 2024, Vernost adopted Amazon Bedrock to build large language model (LLM)–powered Q&A chatbots that support both external customer interactions and internal staff. These chatbots can handle inquiries, recommend travel packages, and answer questions in near real time. The company also uses Amazon SageMaker to manage machine-learning (ML) workloads and Amazon Simple Storage Service (Amazon S3) to store datasets such as chat histories, FAQs, and customer profiles.

The solution suite includes intelligent AI agents for every stage of the customer journey. Pre-booking AI agents help customers explore hotels, destinations, and flights without human assistance—offering personalized recommendations based on factors like past behavior, budget, travel duration, climate, distance, and family-friendliness.

Once customers choose an option, booking AI agents guide them through reservations, automatically applying loyalty rewards and verifying booking details. After bookings are confirmed, post-booking AI agents handle routine tasks such as ticket downloads, changes, or cancellations to ensure a seamless experience.

By combining Amazon Bedrock, Amazon SageMaker, and Amazon S3 with its domain expertise, Vernost has created an intelligent, scalable foundation to deliver faster, automated, and more engaging travel experiences. These integrated tools have simplified the entire booking process while improving efficiency in Vernost’s contact centers. 

With intelligent chatbots and AI agents built on AWS, Vernost has significantly enhanced the digital experience for its banking and aviation clients. Customers can now complete hotel, flight, and holiday package bookings faster and without needing a human agent. “We are helping customers save at least 60 percent of the time required to find and book the right holiday package through AI agents powered by generative AI on AWS,” says Patil. These AI-driven tools automate tasks like searching, comparing options, and confirming bookings, simplifying a decision-making process that would typically take multiple sessions and up to an hour to complete.

In addition to improving the customer experience, generative AI has streamlined Vernost’s internal operations. Contact center employees now have near real-time access to customer preferences and transaction histories, helping them resolve holiday package inquiries faster. “When customers book holiday packages, our customer service employees can quickly see the entire transaction history and preferences. As a result, interaction time has been reduced by 50 percent, allowing employees to focus on more complex calls that require human attention,” Patil adds.

Building on these improvements, Vernost is developing a predictive analytics solution using AI and ML technologies on AWS to enhance personalization, improve retention, and detect fraud. “This solution focuses on loyalty programs and predicting customer churn, using personalization and rule-based configurations to forecast future transactions based on past behavior. It also enables us to detect credit card fraud,” says Patil.

Looking ahead, Vernost expects rising demand for tools that save time and enhance digital experiences. “People have less time and are increasingly willing to pay for apps and technologies that simplify bookings and everyday tasks,” says Patil. “This is a strong opportunity for us to meet that need and differentiate our business by continuing to innovate with AWS.”