HTS (Hopper Technology Solutions) unveils new generative AI travel agent, HTS Assist, for airlines and travel providers

HTS Assist is redefining how travel companies service their customers – enabling 4X faster response times, higher customer satisfaction, and 65% lower servicing costs.

October 1, 2025 – HTS (Hopper Technology Solutions), a leading global travel technology platform, today announced the launch of HTS Assist, a fully autonomous AI agent built for modern airlines and travel providers. Trained on extensive travel conversations and integrated into dozens of back-end travel technology systems, HTS Assist delivers end-to-end autonomous AI resolutions via voice and chat.

Unlike other gen AI solutions, Assist is trained to handle high traffic volumes and resolve even the most complex traveler inquiries in supported scenarios, without agent intervention – from reservations, booking changes, cancellations, and refunds to flight disruption management. For example, with a flight cancellation, HTS Assist can verify traveler details, review airline policies, and process cancellations in real-time over voice or chat, delivering a fast and seamless experience for the traveler. Take it one step further, HTS Assist can unlock new revenue streams for airlines and travel providers by identifying unique up-sell and cross-sell opportunities, and turn service issues into revenue-generating interactions. For instance, if a customer experiences a delay and misses their connecting flight, HTS Assist can autonomously cancel their flight and offer a hotel stay at the connecting airport, creating a delightful experience for the customer and generating incremental revenue for the airline.

Today’s travelers expect instant responses and a consistent experience across customer service channels. With over 50% of travelers on average needing service, HTS Assist enables airlines and travel providers to respond quickly and efficiently to their customers, while reducing servicing costs by 65% and improving operational efficiency. 

Key Features:

• Agentic booking and post-booking capabilities, including reservations, booking changes, refunds, and cancellations. 

• Real-time voice and chat capabilities with ultra-low latency; available in 30+ languages via third-party voice integrations.

• Intelligent front-door capabilities that improve operational efficiency and reduce friction.

• AI-powered upselling that drives higher conversion rates in customer interactions. 

• Live command center for partners offering full visibility and control over every AI agent and workflow.

Assist’s natural, semantic AI voice delivers a human-like and authentic experience, achieving 88% CSAT parity with human agents. Spanning 200 markets and fluent in more than 30 languages, HTS Assist’s chat and voice capabilities offer global accessibility for travel brands, providing clear, consistent responses for customers worldwide.

“HTS is building a future where travel experts and agentic AI work together to transform the travel experience,” said Jo Lai, SVP of AI Solutions at HTS. “Through Assist’s innovative AI technology, we are bringing a world-class offering to market, enabling airlines and travel providers to deliver faster resolutions, improve customer satisfaction, and reduce costs, all while meeting travelers where they are today.”

HTS Assist is live today, providing voice and chat support for some of HTS' global bank partners, such as SMBC and Lotte Card, serving customers in English, Chinese, Japanese, and Korean. HTS partners have already seen significant improvements in deploying HTS’ AI technology, resulting in an average 65% reduction in servicing costs. Furthermore, deploying HTS Assist has enabled significant upsell opportunities by converting 15% of AI agent conversations into ancillary sales, driving incremental revenue for partners.

HTS Assist is now available to HTS partners, airlines, and travel brands globally. To schedule a live demo of HTS Assist, visit https://hts.hopper.com/products/hts-assist. 

About HTS

HTS, the B2B division of global travel platform Hopper, uses its data advantage and AI-driven travel technology to help partners address modern traveler needs. The company has developed several unique fintech ancillaries that address everything from pricing volatility to trip disruptions. Working with the world's leading banks, airlines and travel providers, HTS supercharges its partners’ direct channels with its travel fintech, AI, and e-commerce products. To find out more about HTS, visit hts.hopper.com.