A business-travel platform's agent cancels bookings for people
Engine's agent Eva handles hotel, flight and car-rental changes by chat and voice. Salesforce says it resolves 50% of chat inquiries, cuts handle time 15% and raises CSAT 16%. Engine's team handles 800,000+ requests a year. Vendor-published, June 2026.
- Agent or tool
- Eva (Agentforce)
- Topic
- Travel & Booking
- Reported on
- Case study (Salesforce)
- Added
- 2026-10-29
Why it matters
Trips involve lots of searching, forms and waiting on hold. This is an example of an agent handling that busywork so the traveller only has to approve the result. It is one of 68 sightings filed under Travel & Booking on Agent Sightings (number 66 by interest), and one of 1 involving Eva (Agentforce).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Eva (Agentforce) or any similar agent and adjust the details to your situation.
A traveller asks to cancel or change a booking. Look it up, make the change if the policy allows, and route complex group cases to a rep with context.
Tip: Have the agent list options with prices and cancellation rules, and only book once you have said yes to one.
Source
Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/engine/agentic-service/. Our summary is a paraphrase; details are in the source.
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