iPurey’s TravelAssist moved travel-disruption claim intake into a guided conversation. Abhishek Gawade’s work connected the chat experience to itinerary information, eligibility rules and the existing claim-status backend.
A traveler dealing with a delay or cancellation has limited attention for a long intake process. iPurey needed to collect the information used by its claim workflow in a format suited to a phone and a conversation.
The interface also had to remain connected to the business behind it. Itinerary capture, eligibility rules, claim status and support questions needed a route into existing services.
TravelAssist combined quick replies and custom conversation flows with natural-language understanding and generative AI. The assistant collected itinerary information and connected it to the backend’s eligibility and claim-status services.
The chat flow covered flights, rail and connections. A traveler could supply information, check claim status and ask for support through the same interface instead of treating each step as a separate web task.
Conversational intake and claim status. The delivery section explains the workflow demonstrated here.
The project connected a conversational entry point to iPurey’s existing service workflow. The value of the implementation was in carrying the user’s information into the backend and returning the relevant status, with the conversation providing the interface.
A customer-facing assistant needs an owner for both the dialogue and the systems it calls. Eligibility rules, backend responses and conversation changes must remain aligned. The operating scope should explain when to hand a question to a person and what the user sees when a connected service is unavailable.
Project contribution: Abhishek Gawade. The scope described above identifies the work behind this case.
Editorial review: Ego Eimi · Updated September 6, 2026 · About the team
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