Best Technology recognizes the solution that most meaningfully advances the industry through measurable performance and impact—and we modernized one of the highest-trust moments in travel: completing a payment through voice. In hospitality and travel, voice is one of the most important customer channels, and one of the most underestimated. It’s where guests resolve balances, finalize bookings and complete payments tied to real travel plans. Payment moments in voice are high-trust moments. When they are slow, queue-driven or agent-dependent for routine transactions, they create friction at exactly the time a guest needs speed, clarity and confidence.
In 2025, we introduced an AI-driven voice payment capability designed to modernize how guests complete secure payments through an IVR experience – without sacrificing control, brand tone or access to a live agent. Historically, many payment interactions required agent involvement even when the customer intent was straightforward. That model increases wait times for guests and consumes agent capacity that should be reserved for higher-touch guidance and concierge-level support.
Our objective was not to “replace agents.” It was to automate only the transactional slice of the interaction while preserving choice and trust. Guests can complete payments conversationally within the IVR and, at any point, choose to transfer to a live agent. That opt-to-agent design is deliberate; money and travel are emotionally loaded and customers should never feel trapped in automation. The experience is built around convenience with control.
This capability is integrated into broader sales and service workflows so it functions as part of a coherent guest journey rather than a disconnected utility. Faster payments reduce friction in the moment and free agents to focus on consultative support including benefit guidance, itinerary questions, problem resolution and relationship-building interactions that improve satisfaction.
The impact is measurable and scalable. Deployed across a large customer base, the product drove a 252% increase in secure AI-assisted payment transactions year over year. After selecting AI payment, transfers to live agents averaged only 7–8%, down from 60%. Payment-related contact volume declined by 18% year over year, reducing operational load while maintaining a premium service posture.
What makes this technology award-worthy is the balance it strikes between efficiency and hospitality. Guests aren’t forced into automation; they’re offered a faster path with full control. Agents aren’t displaced; they’re elevated and free to focus on work that benefits from empathy and expertise. Partner brands gain a payment experience that feels aligned with their service standards rather than a jarring, outsourced step.
This is practical AI designed around trust – secure, measurable, customer-friendly and scalable. It modernizes a core operational moment while reinforcing brand standards and improving both customer outcomes and operational efficiency.
