Spotnana CEO: AI Can Cut Servicing Costs by Half

Ahead of Skift Global Forum, Spotnana executive chairman and CEO Steve Singh argues the industry over-focuses on search, distribution and booking, while the real value and trust sit in post-booking servicing. Spotnana's AI agents now handle routine tasks such as cancelled segments, unticketed flights and refunds, and Singh believes servicing costs can fall by 50% or more while making the traveler experience more personalized and proactive. He also sets a curation bar for conversational AI booking: presenting the options a traveler would have chosen at least 95% of the time from the full list.