Miro: Artificial Intelligence as an Operational Agent
When automation needs to take action, not just respond
As Million Routes grew, customer management began to take up a large part of daily operations. Quotes, service modifications, schedule changes, cancellations, and flight-related inquiries were part of the day-to-day business.
The challenge wasn’t to respond faster, but to manage better. To automate without losing control or quality, and to do so in a way that fit the system’s actual complexity and the responsibility involved in operating transfers.
That’s where Miro comes in.
Designing an AI-powered operational agent
Miro was not conceived as an informational chatbot, but rather as a real operational agent, trained to interact directly with the company’s internal systems.
The artificial intelligence was integrated with the database and the system’s logic, enabling Miro to perform real actions: generate quotes, modify flights or pickup times, cancel services, or update critical information without human intervention.
The agent’s design was centered on a clear principle: AI must act judiciously, understanding the context of each request and adhering to business rules. That’s why Miro doesn’t improvise or provide generic responses; it operates within a defined framework that ensures consistency, security, and control.
The result is an AI that not only reduces the operational workload but also improves the customer experience and frees up the team for higher-value tasks, while always maintaining control over the system.
This project demonstrates that artificial intelligence delivers real value when integrated as part of the business, not as a superficial layer.