Salesforce Collaborates with Engine

Engine Powers Seamless Travel Experiences with Agentforce and Slack

Engine deploys Slackbot and Agentforce agent ‘Eva’ to cut sales research time by 40% and accelerate personalized traveler support

Salesforce announced an expanded collaboration with Engine, a leading business travel platform trusted by more than 1 million travelers. Engine has selected the Agentforce 360 Platform to accelerate its mission of powering connection through simplified travel. By bringing together Agentforce and Slack — featuring Slackbot, the primary interface for the Agentic Enterprise — Engine is building a digital command center where humans and AI agents work side by side to simplify every step of the travel experience.

On Engine’s platform, group travel has doubled over the past year. Compounding this complexity, 80% of trips are booked within seven days of desired departure. To manage this high-velocity environment and over 800,000 annual customer support cases, Engine uses Agentforce to fully handle 50% of chat cases (from routine to complex) with no human intervention. Agentforce agent Eva can instantly pull up booking details and orchestrate complex group accommodations at scale. This agentic approach powers Engine’s high-touch operations, ensuring its teams stay apprised of complex group travel arrangements and deliver the best service to all customers. Ultimately, Eva has led to a 15% decrease in average handle time for customer service support cases while also improving customer satisfaction scores.

Engine’s Digital Command Center

Slack has been central to Engine’s daily operations since day one. Now, the platform serves as the front door of its Agentic Enterprise, where developers build with unprecedented speed and employees deliver service with instant precision. Slackbot acts as the ultimate teammate, unifying people, data, and specialized agents within a single conversation where work is already happening.

With Agentforce and Slack, Engine is able to:

Access Real-Time Traveler Intelligence: Sales teams use Slackbot as a real-time concierge during client calls to answer client questions and understand historical group trends within seconds. The tool also allows sales reps to access information on competitive differentiations quickly so they can give real-time proof points on where Engine leads among others in the space.
Build Custom Travel Logic in Days: Engine’s developers used Agentforce Vibes as a coding partner to build and deploy an initial version of Eva, a customer-facing AI agent, in just 12 days. Now, Eva handles complex tasks such as modifying specific rooms within a large group booking in seconds.
Find the Best Rates Instantly: Slackbot acts as a unified interface with context on Engine’s business, which helps reduce sales rep research time by 40%. For example, reps can instantly pull information and amenities about hotels from across Salesforce and internal travel databases to speak to the most optimized option for each client.
Simplify High-Volume Trip Operations: Slackbot centralizes multichannel communications to help Engine manage thousands of daily trip modifications. It maintains existing governance while allowing Engine to approve itinerary changes and sync them with external partners like Google Drive and Confluence without leaving the Slack conversation.
Backed by the Trust Layer: All of this is backed by the Salesforce Trust Layer, a robust set of features and guardrails that protect the privacy and security of data, improve the safety and accuracy of AI results, and promote the responsible use of AI across the Salesforce ecosystem. This allows for Engine to maintain client data in a secure manner within Engine’s own ecosystem.

“We’re using AI across our entire business to do more, scale faster, and work more efficiently every single day. Travel is a complicated business where speed and precision is critical. AI is like a jet pack for our employees to enhance and elevate every single workflow,” said Elia Wallen, Founder and CEO, Engine. “We’re onboarding faster, supercharging our sales reps, and shipping code more quickly with AI.”

“Engine’s rapid deployment of Eva underscores Agentforce’s ability to build, scale, and extend autonomous agents across any surface,” said Madhav Thattai, EVP and GM of Agentforce. “By harnessing real-time data within Slackbot, Engine is bringing together autonomous agents and human expertise to deliver proactive updates, 24/7 support, and faster client service. This integrated platform approach transforms previously siloed data into immediate, intelligent action that helps solve complex traveler needs and simplifies the overall travel experience.”

Source: Salesforce media announcement

Follow @PipelineWire