Portfolio‑level visibility
- Operating AI Record (OAR): live registry per AI
- Impact/Risk heatmaps and drill‑downs
- Vendor dependency map and SLAs/DPAs
Run Travel & Hospitality AI with confidence
Turn AI into safer operations, happier guests, and stronger revenue—with portfolio visibility, policy guardrails, and guided collaboration built for complex travel and hospitality networks.
Travel AI Control Room
D0 on-time
86%
D15 on-time
93%
Load factor
82%
CSAT
4.6
Misconnections saved
+128
Bags mishandling
0.7%
Drift
Watch
Incidents
3 open
Next review
5 days
Approvals
1 pending
Airlines Hotel Groups OTAs Cruise
The challenge we solve
- AI is now embedded across OCC, contact centers, PMS/CRS, RMS, loyalty, MRO, and biometrics—but visibility is fragmented.
- Vendor AIs and in‑house builds operate with uneven guardrails, exposing privacy, safety, and brand risks.
- Cross‑functional collaboration breaks (Ops, CX, Revenue, Legal, IT), slowing response during disruption and peak season.
Overlook connects the dots so every AI is known, governed, and improved—continuously.
What you get
Guarded, policy‑as‑code controls
- Behavior Guardrails and change control
- Circuit breakers & kill switch
- Regulatory packs (GDPR/CPRA, PCI, BIPA, accessibility)
Team’s Guided Experience
- Shared workboards across teams
- Guiding Feedback from frontline to improvements
- Incident runbooks and retros in the OAR
Impact & Risk scorecards
Board‑ready scorecards: AI Impact Score (D0/D15, CSAT, RevPAR, load factor, baggage, fuel) and AI Risk Score (sensitivity, autonomy, regulatory, model health, vendor concentration).
Vendor AI governance
Onboarding & attestation; contract‑to‑runtime links for SLA/SLO; periodic shadow tests for regressions.
Built for common T&H AI categories
| Category | What leaders see | Guardrails baked in |
|---|---|---|
| IRROPS / Rebooking Agents | Connections saved; waiver/refund exposure; fairness by fare/status | Action budgets; no involuntary downgrades; ADA protections; bilingual fallback; human‑approval thresholds |
| Smart Gating / OCC Decisioning | Taxi‑in/out deltas; gate conflicts avoided; D0/D15 impact by station | Safety constraints; crew legality; freeze windows during peak ops |
| Contact‑Center GenAI | Containment, AHT, CSAT by queue/language; policy citations used | KB pinning; refund rules; sensitive intents route to human |
| Revenue / Yield (RMS) | RevPAR/load factor lift vs baseline; promo impact; fairness checks | Price‑discrimination tests; blackout rules; jurisdiction compliance |
| Trip Planning / Agents | Conversion/attach; itinerary quality; hallucination rate | Tool whitelist; content provenance; disclaimers; approvals for high‑impact actions |
| Predictive Maintenance (MRO) | Deferred defects; unscheduled removals avoided; turnaround impact | Read‑only suggestions without sign‑off; override audit trail |
| Biometrics (Ports & Cruise) | Throughput; false match/non‑match; opt‑out stats | BIPA/GDPR enforcement; retention limits; consent evidence |
| Trust & Safety / Anti‑Party / Fraud | Precision/recall; appeals SLAs; downstream CX impact | Appeals workflow; bias audits; region thresholds; human review for denials |
How it works (90‑day rollout)
1
Days 0–30: Inventory & baselines
Connect data sources (PSS/NDC/GDS, OCC, DCS, MRO, PMS/CRS, RMS, POS, contact‑center, identity). Import AI inventory; set KPI and risk baselines.
2
Days 31–60: Guardrails & governance
Author Behavior Scenarios; set action budgets and approvals; wire SLA/SLO monitors; pilot two high‑leverage AIs (e.g., IRROPS + CX).
3
Days 61–90: Guided improvements
Launch scorecards to execs; A/B guided changes; quarterly review of vendor AIs; freeze calendar for peak seasons.
Integrations
Airline: OCC/MVT, PSS (NDC/EDIFACT), DCS, bags, TechOps/MRO (AMOS/TRAX), Genesys/NICE, Salesforce/Adobe. Hotel/Cruise: PMS, CRS, RMS (IDeaS), POS, loyalty/CDP, identity/biometrics, service/maintenance. JSON:API event bus streams to Overlook’s OAR, scorecards, and guidance loops.
Security, privacy, and compliance
- Data minimization & regionalization; configurable retention.
- PII/PCI/biometric flags per AI; automated DPIA evidence.
- Role‑based access and fine‑grained audit trails.
Results you can report
Ops
+D0/D15; fewer misconnections; faster turns; fewer bag mishandlings.
CX
Higher containment and CSAT; clear policy‑grounded answers.
Revenue
RevPAR/load factor lift with fairness and compliance assured.
Risk
Fewer incidents; faster mitigation; clean audit posture.
Ready to run AI with confidence?
From OCC to on‑property CX, align every AI to outcomes and safety.