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Because your customers are, by definition, somewhere else. The question about a transfer time arrives at 02:00 your time and is urgent theirs, and the honest answer from most companies is a mailbox that opens at nine.
The questions themselves are rarely hard — they are almost always already on the itinerary.
It reads the confirmed itinerary on the booking record: times, transfers, what is included, the balance and its due date. It answers with the specific detail and cites it.
Where something has changed or needs to change, it hands to a person with the booking attached rather than improvising.
It will not amend a booking, rebook a flight or process a payment. Those are actions and they go to a person.
And it will not speculate about disruption. It reports what the record holds and hands over the rest.
The overnight tier resolves itself, and what reaches an agent in the morning has context rather than being a message asking what happened.
Balance reminders and their due dates come from Books against the same record, so a payment question gets a real number.
Products, not integrations. Each one reads the same record, so a join is a permission rather than a sync job with a mapping screen behind it.
Yes, the confirmed version, and it cites what it read.
No. Amendments go to a person, with the booking attached.
Yes, from Books against the same record, with the real figure.
Half an hour on your own numbers is usually enough to say whether Pulse is the right place to start.