In my 3 part blog series, the first blog explained about iQD, and the second one addressed how iQD can tackle industry challenges. In this third post, I've covered the features and benefits. Intelligent Queue Distribution, or iQD, stands at the forefront of innovation in harnessing the power of Artificial Intelligence (AI). Through seamless integration with Chat GPT, an advanced language model, iQD empowers travel agents with intelligent conversational capabilities. Representatives can engage in natural language interactions with the platform, seeking assistance, obtaining real-time information, and even automating specific customer service tasks. Intelligent Queue Distribution, or iQD, can easily integrate into the working environment with minimal effort. It streamlines communication, enhances customer experiences, and boosts overall efficiency.

Now, let's delve into some of iQD's key features in detail, which are leveraged by leading Travel Management Companies (TMCs) and Online Travel Agencies (OTAs) worldwide.

Here are some critical differentiators associated with iQD:

Scaling Success: iQD's Endurance in Large-Scale Operations

iQD isn't just a solution for today's needs—it's a partner in future growth. Trusted by top Online Travel Agencies (OTAs) with around 10K+ workforce strength, iQD's robustness and scalability shine in effortlessly managing extensive operations. iQD also ensures uninterrupted performance, even during peak travel seasons. Whether you're a small TMC or a large OTA, iQD adapts to your business size, ensuring you have a technology partner capable of scaling with you at every step.

Smart Automation: iQD's Bot Integration

iQD takes efficiency to new heights with its seamless integration of bots and Automation. Mimicking human agents, these intelligent bots handle inquiries, process bookings, and optimize workflows with lightning speed. By automating backend processes, iQD empowers human agents to focus on strategic initiatives and personalized customer experiences, redefining excellence in travel management.

Universal Utility: iQD's All-in-One Solution

Intelligent Queue Distribution, or iQD, isn't just for specific sectors—it's the go-to tool for all entities in the travel industry. Whether you're a Travel Management Company (TMC), Online Travel Agency (OTA), or airline, iQD streamlines operations and enhances customer experiences.

For example, imagine a TMC managing client bookings and an airline efficiently handling flight reservations with iQD. By offering a unified platform accessible to all, iQD fosters collaboration, streamlines processes, and sets a new standard for excellence in travel management.

Manage Huge PNR Volumes

Seamlessly manage PNR volumes.
No human intervention required for allocation of PNRs and managing it.

Effective Customer Servicing

One stop solution for post PNR issuance customer servicing.
Ensure no delay in customer service request.

Manage Disruptions and Exceptions

Helps Airlines/Travel entities to manage disruptions.
Re-issue/refunds in case of disrupted flights managed effectively
Traveler eventually gets timely service.

Seamless PNR to Task Creation

PNRs auto picked from GDS queues and converted to task as per requirement.
Eliminates human intervention in allocation.

Manage Costs by Integrating Smart Agent Assistant

Al and RPA powered Assistant to help with tasks (example verification, refund processing, etc.)

Tracking and Smart Reporting

Track progress of allocated tasks and manage progress.
Identify and Track SLA and manage productivity.

Seamless Queue Management	Manages both Sabre-configured and manual queues uploaded via Excel to ensure a unified approach to task handling across all queues.
Automated Work Allocation	The algorithm-based automated system assigns work items to agents, prioritizing tasks based on urgency, required skills, and SLAs.
Efficient Task Management	Streamline handling of tasks for optimized productivity, with no overlaps, by allocating tasks based on priorities and configuring serving orders.
Effective Escalation Management	Quickly escalate work items to the appropriate agent or a superior as and when required.
Real-Time Live Dashboard	A 360-degree view of workload pendency and Turnaround Time (TAT) assists in gaining instant insights with a dynamic Live Dashboard. It can quickly generate reports for productivity, SLA compliance, and queue details.
Timely Live Alerts	It allows you to stay proactive and responsive to urgent matters by receiving alerts for critical situations related to PNRs threshold, departure dates, SLA adherence, and more.
Proactive User Management	IQD creates and manages users seamlessly within the system with smooth administration and access control.
Omni-Channel Integration	Centralize all work items for streamlined operations while integrating multiple sources into one unified platform.

iQD offers a high level of configurability, allowing OTAs, retail, leisure travel, airlines, and travel management organizations to tailor the platform to their specific business rules and requirements. Its flexible customization options empower them to define workflows, prioritize tasks, and allocate resources according to their needs. This reconfigurability ensures the seamless integration of iQD into existing processes and the quick adaptation to the preferred way of working.

Explore how iQD brings several benefits to travel companies, enhancing efficiency, customer service, and their overall operations:

Conclusion

GDS queue management with iQD is not just necessary; it is an invaluable asset for travel management companies (TMCs) striving to outpace competitors in the ever-evolving travel industry. Embracing iQD's capabilities marks a transformative shift, revolutionizing travel operations and elevating TMCs to new heights of excellence. With Intelligent Queue Distribution or iQD, TMCs can exceed client expectations, delivering exceptional experiences with every interaction. As we move forward, iQD leads the way in efficient queue management and outstanding customer service, setting the benchmark for success in the travel management industry.

To learn more about iQD, connect with our experts today.

Utkarsh Bansal is a Senior Business Analyst at IGT Solutions. He has over two years of rich and diverse experience in CRM, the travel industry, financial process automation, and CPG. Outside of tackling business challenges, he finds fulfillment in the creative realm of theatre and is an avid reader.