Booking Agent

Every transfer a Portuguese operator drives starts as an email.

An offer from Welcome Pickups or Transfeero that expires in minutes. A voucher from a tour operator with two flight numbers, a child seat, four bags and a stop on the way.

Someone reads it. Opens the platform. Checks the price against the zone, the hour and the vehicle. Accepts or refuses. Types the service into TransferGest, then into the calendar.

At each of these companies, three to four people did this and little else. Offers arrive at every hour, so the desk never closed: 13% of them land between midnight and eight in the morning.

The same voucher often comes three times with small changes. A price that is right at noon is wrong at 3 am. A booking typed into the wrong field is a driver at the wrong terminal.

Growing meant hiring another person to read email.

Three to four people per company, reading email all day and half the night.

We built one agent that sits on the mailbox and runs the desk.

It reads each message the moment it lands and sorts it: offer, voucher, change, noise.

A language model pulls the booking out of the text. Every field it returns has to quote the line it came from. No quote, no field, and the message goes to a person.

A rules engine makes the decision. Price floors by zone, hour and vehicle. Buffers between services. Capacity. Lead time. Duplicates. The rules are the owner’s, written down once per operator in plain language.

Accepted offers are claimed on Welcome Pickups and Transfeero the way a person would, on the platform itself. Operator bookings are written into TransferGest through its API, and a checker re-reads each service minutes later and fixes whatever landed wrong.

Whatever the rules cannot settle goes to the desk as one email with an approve link and a reject link. One click.

Every write is recorded in a ledger keyed by reference, so no service is entered twice. Each operator runs on its own server with its own rules file. Every incident becomes a failing test before the fix ships, and the tests run on real emails.

The desk answers the exceptions. The agent answers everything else.

20,070 booking emails read.

1,658 accepted services entered into TransferGest, and 780 more from vouchers.

A median of 23 seconds from the email landing to the decision, at any hour.

About 1,200 desk hours back, counted at three minutes per offer and ten per entry. The volumes are read from the production databases; the minutes per item are our estimate.

Genuine Tours went from kickoff to its first service written into TransferGest in thirteen days.

The people who used to read email now keep the customers.