Delivering exceptional customer service at scale, around the world

Providing best-in-class customer service is where our partnership began two decades ago, and it quickly became a growth story on both sides.

As the company expanded, it needed support teams that could ramp fast to meet seasonal demand, resolve inquiries efficiently yet thoroughly, and serve an increasingly diverse and multilingual customer base. We started by setting up a team of 50 associates in India supporting mostly English-speaking customer inquiries and platform fraud prevention activities.

Success in action:
Strong results fueled rapid expansion

Within just a few years, we launched two sites in the Philippines to manage flight support demand.

Today, that foundation has scaled into a global operation:

Our associates provide around-the-clock support for the client and handle all types of customer inquiries, including cancellations, payments and modifications of accommodation, flights, and rental car reservations.

TTEC associates are fortified with AI-enhanced knowledge bases that provide easy access to the information they need, as well as our TTEC Perform and award-winning AI-powered RealSkill training bot that leverages AI and machine learning technology to simulate real-world customer scenarios and give associates real-time feedback and coaching.

Protecting customers and brand alike with proactive fraud expertise

Several years into our customer care partnership, we expanded our support to include fraud prevention.

We began with a dedicated India‑based team focused on payment fraud investigation, platform compliance, and content moderation. This team proactively monitors and analyzes transaction patterns and user behavior to identify and prevent suspicious activity, including advanced identity theft schemes, money laundering networks, and human trafficking indicators.

Leveraging data analytics, behavioral risk scoring, and AI‑assisted detection models, investigators surface emerging threats in real time, escalate high‑risk cases, and support regulatory compliance. In parallel, the team moderates platform content to identify coordinated abuse, policy violations, and fraudulent online reviews — helping safeguard brand integrity, protect users, and maintain trust across the ecosystem.

Success in action:

After a few years, we launched our Partner and Platform Fraud prevention work for the client.

For this, we established a team that operates in:

These experts investigate every time an algorithm identifies and flags something suspicious about a potential partner wanting to list a property on the site.

If potential partners raise red flags, our team proactively reaches out to validate the property details. For example, investigators may request a live video walkthrough to confirm the property exists as described and that the listed amenities match what’s actually on site.

Today, we have a team of roughly 200 fraud investigators working to protect the client’s customers, bottom line, and brand reputation.

Powering a culture of innovation and efficiency with BotSpot

To meet the market’s AI imperative, we expanded our employee experience and training efforts with the company by introducing BotSpot, TTEC’s AI-powered conversational chatbot.

Developed by the TTEC operations team in our Athens, Greece office, and customized to meet the client’s unique needs, BotSpot has evolved into a sophisticated conversational interface designed to simplify daily workflows and elevate performance. We’ve deployed two customized bots for the client: one built specifically for trainers and another designed for operations teams.

Previously, employees had to navigate multiple shared files and dashboards to complete routine tasks. With BotSpot, much of that work is now automated, streamlining processes and enabling teams to operate more efficiently and with fewer errors.

The trainer-focused bot manages a range of everyday tasks, including processing leave requests, generating reports, and maintaining documentation. The operations bot builds on that foundation with deeper performance insights and analytics, giving leaders greater visibility into trends and opportunities.

Success in action:
The impact has been significant:

But beyond that, it fosters a culture of innovation and enthusiasm for technology among TTEC team members supporting the client.

Employees are encouraged to explore and build within the bots – within a strong structure of governance – so they get the most of out the technology. The low-code bots let employees embrace our “AI for all” philosophy and view AI as an enabler, not a replacement.