Engine provides personalized service to 1 million travelers with Agentforce.

Achieving 70% growth meant finding new ways to handle customer support and daily work.

Engine has come a long way since starting out as a hotel booking app in 2018. Today, they’ve grown into a full travel platform where businesses and groups of all sizes can book hotels, flights, and car rentals in one place. Trusted by over 1 million travelers and supported by a team of over 1,000 employees, Engine sets itself apart by offering small and midsize businesses enterprise-level savings, perks, and customer support — all without subscription fees or contracts. As founders and investors aim for 70% year-over-year growth, Engine is focused on scaling in a way that keeps service exceptional for customers and daily work engaging for employees.

That’s no small task. Engine’s 150-person client services team delivers 1-to-1, high-touch service while handling more than 530,000 requests each year, mostly coming in via web or mobile chat. The most common inquiry — “cancel my reservation” — sounds simple, but Engine’s AI chatbot could only capture the customer’s intent, not actually process the cancellation. Anything beyond a basic FAQ went to a live rep, who had to pull up the reservation, call the hotel, car rental, or airline, and complete the change. The process worked, but it kept experienced reps busy with repetitive tasks instead of focusing on cases that truly required a human touch, like rebooking a group’s flights and hotel at the last minute to accommodate a sudden change of plans.  

To maintain their 24/7, signature service while meeting big growth goals, Engine would need to expand their client services team by 10% each year — something both costly and tough to sustain.

And customer support wasn’t the only team feeling the impact of rapid success. In just one year, the sales team grew 400% — from 50 sellers to over 250. That surge brought incredible reach, but it also meant additional work across HR, IT, operations, and finance teams, as new hires needed more help with routine issues like password resets, lost laptops, and benefits enrollment. While simple, these questions piled up, slowing down new hires and pulling tenured employees into cycles of repeated troubleshooting.

Engine spotted an opportunity to use agentic AI to make it easier for customers to self-serve and employees to stay focused on the kind of value-added work that drives the business forward.

Agentforce handles cancellations in seconds and reduces average handle time by 15%.

Engine deployed Agentforce, the agentic layer of the Agentforce 360 Platform, to unlock unlimited service capacity while improving efficiency across the business. Their first AI agent, which they’ve named Eva, is a virtual assistant that delivers comprehensive customer support for hotel, flight, and car rental bookings via web and mobile chat.

Whether a customer needs to reschedule a single flight or create a complex group booking, Eva is there to help. For example, if someone wants to cancel three rooms from a 15-room reservation, in seconds, Eva analyzes the customer’s profile in Sales Cloud and interaction history in Service Cloud — all harmonized in Data Cloud — then confirms authorization and calls a custom API to Engine’s internal booking platform to cancel the selected rooms. After syncing these updates across Engine’s systems, Eva confirms the cancellation in chat and captures the interaction in Service Cloud for future reference.

This end-to-end automation replaces what once required callbacks and manual updates, reducing average handle time by 15%. And if a customer prefers to chat with a representative, Agentforce creates a case in Service Cloud with a summary of the interaction, so a rep can follow up without missing a beat.

“Agentforce enables our people to work more effectively,” said Joshua Stern, Director of GTM Systems. “It’s not a replacement for them. It’s a way to make the most of their talents so that they’re not stuck doing repetitive tasks.”

With Agentforce taking on more than 30% of customer cases, Engine estimates $2 million in annual service cost savings. Just as important, the client services team has more time to focus on high-stakes situations, such as helping disaster relief workers quickly secure a block of rooms in an affected community. “Our reps have time back in their day to focus on serving the customer,” added Stern.

And the impact goes beyond service. Engine also launched a sales development representative (SDR) agent that automatically qualifies and responds to every lead as it comes in, freeing sellers to focus on those most likely to convert. To help reps prepare for those qualified conversations, Engine rolled out Agentforce Sales Coach, which delivers brand-aligned coaching and pitch practice on demand. In just its first month, Sales Coach supported 200 engagements and shaved two weeks off new seller onboarding.

With AI agents now running across both sales and service, Engine needed a clear way to track performance without chasing down separate reports. That’s where Agentforce Analytics, powered by Tableau Next, comes in. It pulls cross-agent performance metrics into a single view — everything from CSAT scores and escalations to abandonment rates by topic and overall agent health. Better oversight leads to smarter adjustments, like updating Agentforce to ask follow up questions, rather than leaving an issue unresolved. And those enhancements show up where it matters most, in the customer experience. Equipped with cross-agent insights, Engine is using Agentforce to raise the bar on both sales and service.

Agentforce in Slack provides always-on HR, IT, operations, and finance expertise to employees.

Building on their Agentforce success, Engine deployed AI agents inside Slack — their cloud-based hub for communication and collaboration. Within Slack, Engine is launching a multipurpose admin agent called Mae that will connect employees to a team of department-specific AI agents for IT, HR, operations, and finance through a single interface, simplifying everyday work. Mae will intelligently route inquiries to the right underlying agent based on context, helping employees self-serve requests like “I’m having trouble with a software update,” “Show me the latest expense reporting,” and “What are my dental benefits?”

For the client services team, Engine deployed a Slack-based agent called Cloe to summarize customer cases and surface knowledge articles during calls. For example, rather than searching through dozens of knowledge articles, employees can just ask Cloe in Slack, “How can I refund this for my customer?” or “What’s our policy on modifications or cancellations?” — speeding support and improving the customer experience.

Agentforce in Slack is already helping employees be 10% more productive, and Engine is just getting started. With Agentforce, Engine is evolving into a true Agentic Enterprise — one where AI agents handle routine work so that employees can focus on high-value moments.

Data Cloud transforms millions of rows of raw data into actionable traveler intelligence.

The expansion of Engine’s Agentforce capabilities was made possible by Data Cloud, which gives Agentforce real-time access to all of Engine’s customer data, unified and harmonized across every source.

“Data Cloud has unlocked so much information for us. Historically, we couldn’t bring our data warehouse into CRM. It was too big,” said Stern. “There were tens of millions of table rows containing valuable customer insights that we couldn't take action. With Snowflake and CRM united in Data Cloud, we can serve customers in a whole new way.”

For the first time, Engine has a single platform that unites company data, Salesforce CRM, and external data lakes. And they didn’t need to train a large language model — Data Cloud grounds Agentforce responses in Engine’s unique business context through retrieval augmented generation, making conversational AI brand-aligned and trustworthy. 

This foundation transforms both the traveler and employee experience by unifying data from:  

• Sales Cloud and Service Cloud: Customer data from Sales Cloud, interaction history from Service Cloud, and Engine’s knowledge library — including FAQ, policies, and best practices — flow into Data Cloud through a native connector. Service Cloud Voice captures data from phone conversations, creating an even fuller record of each traveler. All of this harmonized data grounds Agentforce, giving it access to contact information, company preferences, group connections, booking history, and even future travel plans.
• Snowflake and Amazon S3 Buckets: More than 10 million rows of unstructured hotel data — like room prices, star ratings, and traveler reviews — flow into Data Cloud from Snowflake and Amazon S3 using zero copy integration. 

• Google Analytics: Real-time engagement data from Engine’s B2B advertising campaigns connects directly to Data Cloud, where marketing signals such as ad clicks and email opens are blended into each customer’s profile to create a connected view of the full journey. This makes it easy for sellers to collaborate with marketing on an outreach strategy, manage opportunities, and grow new revenue.
• Confluence: Engine’s seller rubric, which details seller best practices, presentation guidelines, and brand voice, connects directly to Data Cloud.

“The real power is how we use that data to create a holistic picture and offer the best support to customers,” Stern explained. “It’s about meeting customers where they are.”

By uniting every data source across the company, Engine is shifting from reactive service to proactive engagement, personalizing customer experiences and setting the standard for efficient operations.

“We couldn’t do business without Salesforce. It’s the platform where we manage our relationships with our customers,” said Stern. “That’s sales, support, marketing, everything. It’s that unified vision.” That’s exactly what sets Salesforce apart for Engine: The company isn’t just automating a few service tasks with Agentforce — they’re creating a fast, intelligent customer and employee experience on a single, deeply connected platform.

With Agentforce’s low-code tools, prebuilt actions, and ready-to-use integrations, Engine can launch new agents quickly and iterate even faster. They can also customize agents to match evolving traveler and employee needs, enabling the technical team to test, learn, and expand without slowing down. “Our support reps can focus on the customer, not writing up notes that an agent can do in seconds,” said Salvaggio.

This kind of agility stands out. Instead of piecemeal solutions that automate one task at a time, Salesforce offered a single platform that tied seamlessly into Engine’s existing customer journey. Agentforce is built directly into Salesforce, which means it works naturally with the sales, service, and marketing data that lives there. That unified foundation unlocks smarter outreach for sales teams and more thoughtful, relevant support for travelers, all while making it easier for Engine to scale its operations as demand grows. 

Trust is just as important as speed. Built-in security features like the Trust Layer ensure that customer data is protected and interactions are transparent. Data is masked, permissions are respected, and zero data is retained after an interaction. This means Engine can deliver personalized, AI-powered support without ever compromising customer privacy.

With a digital workforce on call 24/7, Engine’s employees are backed by smarter technology and a platform that grows with them, so they can deliver faster, better service to every traveler. “We’re going through a period of hypergrowth, right? Salesforce is helping enable scalability, enhancing efficiency, and improving decision making — all while improving the customer experience,” said Demetri Salvaggio, Senior Director of Service.