United StatesTravel and aviation2026 – ongoing

Engine

Eva AI assistant for booking changes and cancellations

Engine's Eva resolved 50% of incoming chat inquiries, Salesforce reported

WorkingVendor case studyVendor ↗

Problem

Engine's earlier chatbot answered basic questions but could not change bookings. Representatives had to retrieve reservation details and make updates manually.

Approach

Engine introduced Eva through Salesforce Agentforce across chat and voice. The assistant checked booking details and authorization, then called booking-platform APIs to make changes. Complex requests went to representatives with the conversation context.

Results

50%incoming chat inquiries resolved automatically, per SalesforceVendor case study[1]

15%decrease in customer-support handle time, per SalesforceVendor case study[1]

16%increase in chat customer satisfaction, per SalesforceVendor case study[1]

Takeaway

Eva could complete booking transactions as well as answer questions. Salesforce did not disclose the measurement period for its reported service improvements.

Sources

Engine resolves 50% of chat requests with agentic service
Salesforce4 Jun 2026Vendor publication

Source summaries

[1]Salesforce4 Jun 2026

Salesforce described Eva's booking actions and escalation to representatives. It reported 50% automatic chat resolution, a 15% handle-time reduction and a 16% increase in chat satisfaction.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026