40% to 60% efficiency gains

Automation Centre of Excellence

Today’s customer has come to expect a smooth, streamlined experience, one that is augmented by intuitive and easy-to-use technology. This inherent customer desire coupled with ever changing demographics and preferences is propelling brands to focus on creating differentiated customer experience. Moreover, the need to comply with dynamic regulations is forcing them to introspect and relook at their operating structures.

One of the obvious ways to manage costs, increase productivity and enhance customer experience is to drive operational efficiency. Organizations are increasingly turning towards automation to optimize the business processes and re-envision opportunities to employ human capital strategically. This is where IGT’s Automation Centre of Excellence plays a vital role by providing a spectrum of automation services and solutions to our customers. These services are defined within two areas of business operations.

Digital Transformation And Automation

Back Office Automation through Robotic Process Automation (RPA)

IGT’s RPA capabilities embrace the next wave of software robotic technology to drive business outcomes. It enables organizations with a hybrid digital workforce where tailored bots emulate human agents to orchestrate applications and execute computer-based tasks more efficiently.

Digital Transformation And Automation

Conversational Automation through Chatbot & Voicebot

With a strong in-house digital expertise to design and deliver tailor-made chatbots, IGT has built customary conversational automation solutions for organizations that aim to cater to the growing demand of personalized and real-time customer service by leveraging Artificial Intelligence (AI) and digital technologies.


IGT Automation Offerings

Over the years, IGT has successfully combined its experience of running Digital Contact Centers for multiple large companies along with its technology team to deliver differentiated customer experience by implementing automation solutions like Chatbots and RPAs. IGT is equipped with the right tools, partners, procedures, frameworks and experts who have experience in solving business problems thus not only bringing operational efficiencies but also enhancing end user experience. The core Automation offerings are:

Automation Consulting Services

Through a team of experienced travel SMEs and business consultants, IGT provides following consulting services:

  • Automation Maturity Assessment
  • Financial and Technical Feasibility
  • ROI and Business Case Development
  • Automation Centre of Excellence Roadmap


Custom Bot Development & Deployment

Through a team of certified Automation architects and developers, IGT is equipped to develop and deploy:

  • Assisted and Unassisted Bots
  • Hybrid Bots
  • Cognitive Bots
  • Support and Maintenance

Automation Testing & Monitoring

Through a team of certified Automation testers and experienced support engineers, IGT is equipped to deliver:

  • QA Bots for Validation
  • Manual Validation
  • Code Reviews and Corrections
  • Bot Performance Monitoring, Optimization & Reporting

    Industry Solutions – Travel Bots Library

    IGT has combined its deep travel domain knowledge to build ready to use and customizable “Travel bots” for faster time to market:

    • BSP Refund Application Management & Business Insights Bot
    • Hotel Rate and Contract Loading Bot
    • Invoice Processing & Posting to SAP – IQ Bot
    • Airline FAQs Conversational Bot
    • IROPS Rebooking Conversational Bot

    Cognitive Capabilities

    • Natural Language Processing (NLP)
    • Optical Character Recognition (OCR)
    • Speech Recognition & Transcription
    • Machine Learning

    Partners & Enablers


    Our Methodologies and Approach

    iTRIP & dWizard

    For all Automation engagements and initiatives, IGT leverages its proprietary Automation Methodology -“iTRIP”, which is a blend of industry best practices and learning from multiple “consulting to commissioning” programs that have been implemented across IGT’s customer base. The nine phase “iTRIP” Automation Methodology is designed to take the customers from an initial exploratory stage in their automation journey to a BAU Automation Factory Setup, there by setting up a Centre of Excellence for enterprise wide cross functional adoption.

    Similarly "dWizard" is IGT's proprietary reusable asset library, which is an aggregation of reusable components created and deployed across the automation projects to exponentially speed up and streamline new deployments.

    Our Engagement Models

    IGT has delivered automation projects to a large customer base by leveraging some of the engagement models mentioned below. However, these engagement models are flexible and can be customised to suit specific needs of customers.

    engagement models

    Learn how IGT’s Automation Centre Of Excellence(CoE) can help Airline & Hospitality contact centers reduce the impact of Covid -19

    Delivering Results

    • 3.5M USD Savings

    • 150k Hours Savings

    • 100+ bots

    • 99.9% Error Free

    • 10+ Travel Chatbots

    • 5k+ Travel Specific Utterances

    airline reservation management


    Automation Centre of Excellence

    Changing customer demographics and preferences are propelling travel brands to focus on creating differentiated customer experience. Travel organizations are increasingly turning towards automation to optimize the business processes and re-envision opportunities to employ human capital strategically.

    Read More
    Airline sales and reservation management
    Case Study

    Tax Refund Process Automation

    Enabled 50% reduction in workforce expenses with ability to meet tighter regulatory compliance SLAs thus lowering business risk applications

    Read More
    Airline sales and reservation management
    Case Study

    Automated Corporate Contract Loading for a Leading Group of Hotels

    IGT’s  Automation services helped French multinational hospitality company to save $400 K in operational expenses and achieve 99.9% data accuracy

    Read More
    *All product and company names/logos are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

    We're here to help.

    Fill in your details below. Your information is safe with us.