AI-Assisted Order Servicing
SPRK Assist: AI understands. AI prepares. You approve.
Handle changes, cancellations, disruptions and unused tickets with less manual effort. SPRK Assist helps assess the request, check the conditions and prepare the next action for approval – while your team stays in control.
WHY SPRK ASSIST
Same request. Less effort.
From manual servicing to AI-assisted workflows, SPRK Assist helps travel sellers
prepare servicing actions with less manual effort.
EDIFACT
Manual checks, cryptic entries and specialist expertise throughout the workflow.
SPRK
A modern servicing experience built for travel sellers.
SPRK ASSIST
Assesses the order, validates conditions and prepares the next action for approval.
SPRK Assist doesn’t replace existing servicing workflows. It helps travel sellers move through them with less manual checking, calculation and preparation.
SEE IT IN ACTION
Same storm. Different tool. Different day.
A schedule change can quickly become a day of queues, rebooking decisions and traveler follow-up. See how SPRK Assist helps assess affected orders, prepare the next available options and reduce the manual effort behind servicing disruptions.
BUILT WITH TRAVEL SELLERS
Designed for real servicing teams
SPRK Assist is moving into pilot activity with selected agencies ahead of planned general availability later in 2026 as a premium capability within SPRK. Pilot activities will focus on validating the workflows where AI assistance can create the greatest operational value for travel sellers.
What travel sellers are telling us
Servicing airline bookings remains one of the most complex and time-intensive challenges for travel management companies and our agents. Through BCD and Accelya’s partnership, we’re addressing airline servicing pain points with AI-enabled technology integrations that make the process more efficient and easier to manage. We’re seeing success using AI solutions like SPRK Assist and are excited to work with Accelya to advance automation and deliver better servicing outcomes for our customers.
Yannis Karmis, EVP of Product Planning and Development
HOW IT WORKS
Understand. Validate. Prepare for approval.
SPRK Assist turns a plain-language servicing request into a reviewed next action ready for approval. It brings together the
order, the rules and the financial impact while keeping your team in control.
01
Understand
The agent describes the servicing request in plain language.
02
Validate
SPRK Assist retrieves the order and checks rules, conditions, fees and timing.
03
Prepare for approval
The next action is presented with fees, refunds or reissue details before anything is committed.
AI does more of the preparation. Your team makes the decision.
SERVICING WORKFLOWS
Explore how SPRK Assist can help
Designed around the servicing workflows travel sellers manage every day, from disruptions and unused tickets to cancellations and itinerary changes.
01. Voluntary change
Assess itinerary changes, review fees and penalties, and prepare the financial impact before the change is confirmed.
Watch the demo
WHY IT MATTERS
- Reduces manual rule and fare checking
- Gives agents visibility of costs before confirming changes
02. Involuntary change
Assess affected orders, review waiver conditions and prepare the next available servicing options.
WHY IT MATTERS
- Help teams respond faster during schedule disruptions
- Support consistent application of airline waivers
03. Unused tickets
Help identify unused ticket value and prepare the right credit or exchange path.
Watch the demo
WHY IT MATTERS
- Recover value that might otherwise be missed
- Reduce the effort needed to identify eligible credits
04. Order cancellation
Determine the right cancellation path by assessing refundability, retained value and applicable waiver conditions.
Watch the demo
WHY IT MATTERS
- Clarify refund, retention or exchange options
- Reduce rework during cancellation processing
05. Name correction or change
Check whether the request is allowed, which fees apply and what action is required.
WHY IT MATTERS
- Helps agents determine eligibility more quickly
- Provides greater clarity on fees and required actions
06. Ancillary services
Manage seats, bags and other ancillary services throughout the servicing lifecycle.
WHY IT MATTERS
- Simplifies common ancillary servicing requests
- Reduces manual steps and movement between different workflows
07. Divide an order
Prepare to separate passengers from a multi-passenger booking.
WHY IT MATTERS
- Helps agents manage individual passenger requirements
- Keeps subsequent servicing focused on the affected travellers
BUILT FOR TRUSTED SERVICING
AI assistance you can review before you act
SPRK Assist is designed to work within existing servicing workflows, bringing together the order, the rules and the next action while keeping teams in control.
Inside SPRK
- No separate tool or workflow to open.
Grounded in order data
- Built around live orders, rules, fees and servicing actions.
Review before commit
- Actions are reviewed before anything is committed.
FAQs for SPRK Assist
SPRK Assist is an AI-assisted servicing capability built into SPRK, Accelya booking and servicing portal. It helps travel sellers handle servicing tasks such as changes, cancellations, disruptions and unused tickets by preparing the information, checks and next actions needed to complete the workflow, while keeping the agent in control
Yes. SPRK Assist is designed to assist, not automate away the agent. It prepares and guides the servicing workflow, but actions remain subject to agent review and approval before they are committed.
Initial pilot scenarios include changes, cancellations, disruption handling, unused tickets, ancillary servicing, name corrections and order divide workflows.
Yes. SPRK Assist is being developed as a capability within SPRK and is intended to work inside the existing SPRK servicing workflow.
SPRK Assist is currently being introduced through pilot programmes with selected agencies. If you’re interested in exploring the capability or participating in future pilot activities, you can register your interest.
Pilot participants will be able to assess metrics such as handling time, escalation rates, first-contact resolution and unused-ticket recovery against their own baseline.
SPRK Assist is designed around airline order servicing. Rather than simply answering questions, it works with live orders, servicing rules, fees and workflows inside SPRK to help prepare the next action for review.
No. SPRK Assist is being designed to work within servicing workflows inside SPRK. Rather than simply answering questions, it helps retrieve information, validate conditions and prepare servicing actions within the context of the order.
Register your interest to request a walkthrough, discuss priority servicing scenarios and learn more about upcoming pilot opportunities.
Want to learn more or become a pilot customer?
Accelya is working with a select group of travel sellers to validate priority servicing workflows and customer requirements as SPRK Assist moves towards broader general availability later in 2026. Want to be part of that group? Register your interest here.