Ewelina Kolodziej Tyczka

Customer Service Director Thomas Cook

CX Travel and Hospitality Exchange - Day 1

11:35 Presentation: Managing Machines Like People: Turning AI Agents into Scalable Teams that Transform CX and Business Performance

As AI rapidly evolves beyond chatbot pilots, forward-thinking organisations are beginning to integrate AI agents as true members of their customer service teams. At Thomas Cook, AI agents are not treated as tools, but as employees; recruited, onboarded, and performance-managed alongside human teams within a 58+ market operation. Explore how to operationalise AI within customer service by applying proven people management principles to digital agents.

• Learn how to define, evaluate, and "hire" AI agents as part of your workforce, ensuring the right fit for your organisation and the tangible benefits for customers and businesses

• Discover best practices for onboarding AI, including training data preparation, system integration, and performance measurement

frameworks

• Understand the importance of a dedicated AI management team and the skills required to continuously improve AI-driven customer service

Check out the incredible speaker line-up to see who will be joining Ewelina.

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