- Santriya Technologies is seeking an AI Guest / Traveller Experience Specialist to support travellers before, during and after trips using AI-assisted itinerary, booking and knowledge tools while retaining human empathy and judgement for disruptions, complaints and exceptions.
- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.
- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.
- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.
- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.
- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.
- Key Responsibilities:
- Handle booking, itinerary, property/flight/service and general travel support within product scope.
- Use AI to retrieve current booking rules, summarize itineraries and draft options from approved systems.
- Verify availability, price, cancellation/refund conditions and supplier terms before confirming changes.
- Coordinate rebooking or service recovery for supported cases and escalate complex disruptions.
- Recognize scams, payment issues,



accessibility needs and vulnerable-customer situations.
- Maintain explicit case chronology and customer communication.
- Use preference data only under consent/privacy rules.
- Capture recurring friction and knowledge gaps for product improvement.
- AI-enabled ways of working:
- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
- Human accountability: AI is a copilot, not the accountable decision-maker.
- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.
- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.
- Success Measures:
- Traveller satisfaction and resolution improve
- Booking-change errors reduce
- Disruption communication becomes faster
- Escalations contain complete context

📌 AI Guest / Traveler Experience Specialist (Chennai)
🏢 Santriya Technologies
📍 Chennai