60% Faster Product Quality Review for a Global Travel Experience Marketplace

Industry: Travel, Transportation, Hospitality & Logistics | Services: Automation

Client Overview

The client is a leading global platform for tours, activities, and travel experiences operating across thousands of destinations worldwide. The client connects millions of travelers to verified operators, offering everything from skip-the-line tickets and guided excursions to unique local adventures. As part of a larger travel ecosystem, the client plays a critical role in shaping digitally driven, personalized travel experiences.

The Challenge

The supplier product quality review process was marked by significant inefficiencies, especially when it came to validating travel listings across multiple data points. Review agents were required to manually verify content accuracy, regulatory compliance, and image quality. These tasks were both time-consuming and prone to inconsistency, leading to strained operational capacity that affected scalability and service-level commitments.

• Operational Inefficiencies & High AHT: Each review took an average of 46 minutes. Without automation, agents had to toggle between systems and manually validate information, increasing workload and operational costs.
• Quality & Consistency Gaps: Manual reviews resulted in subjective judgments and inconsistent outputs, undermining trust in the review process and complicating quality assurance. As a result, accuracy rates consistently fell below 80%, impacting the reliability of published listings.
• Scalability & Visibility Constraints: As experience listings grew in volume, especially during peak travel seasons, the manual approach could not scale. Review delays led to SLA breaches, while the lack of real-time dashboards limited visibility into productivity and performance trends.

To meet growing content volumes, maintain consistency, and improve speed-to-market, the client turned to automation-led transformation to streamline workflows and enhance review efficiency.

Sutherland Solution

To overcome the limitations of manual review, the client partnered with Sutherland’s Intelligent Automation team to transform their supplier product quality review process. The initiative was anchored in deep collaboration and thoughtful integration, ensuring minimal disruption while maximizing long-term value.

Initial Discovery & Joint Roadmap:

The engagement began with a series of joint discovery sessions where stakeholders from both organizations came together to:

• Map the end-to-end review workflow
• Identify friction points in content validation, compliance checks, and image reviews
• Analyze root causes of long AHT (46 mins) and sub-80% accuracy
• Define automation-readiness and measurable outcomes, including speed-to-market and scalability

These sessions resulted in a structured two-phase transformation roadmap, balancing early value delivery with long-term scalability.

Phase 1: Foundation Automation

Sutherland deployed Robility®-powered RPA bots to automate high-effort, rule-based steps in the review workflow.

Key features included:

• Automated extraction of product data from multiple sources
• Validation of content and metadata against Tripadvisor’s standards
• Generation of structured review summaries
• Presentation of output via a unified agent interface to reduce system toggling

Phase 2: Intelligent Automation Layer

To further elevate accuracy and reduce agent effort, Sutherland deployed four additional bots with added capabilities that included:

• Google Cloud Vision API for image scraping, categorization, and visual quality checks
• OpenAI-based Large Language Models (LLMs) to:
  • Recommend optimized product titles
  • Tag experiences with relevant themes
  • Automatically draft supplier communication emails for faster follow-up

The Outcome

Business Impact:

• Average Handle Time (AHT) was reduced from ~46 minutes to just 18 minutes per review, with a target of 15 minutes.
• Review Accuracy increased from under 80% to a consistent 98%, significantly improving listing quality and reducing downstream corrections.
• SLA Misses, once frequent during volume surges, were entirely eliminated, ensuring predictable delivery and faster supplier onboarding.

Strengthened Client Relationship

The success of this engagement reinforced the client’s confidence in Sutherland’s capabilities. By exceeding expectations on both speed and quality, the partnership evolved beyond delivery into strategic alignment. As a result:

• The client is exploring automation opportunities across other lines of business and recognizing the value of scaling transformation.
• Sutherland is now recognized as a strategic partner, moving beyond the role of a transactional vendor.
• Regular co-innovation sessions have been initiated to identify the next steps in transformation and experience enhancement.