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18 & 19 SEPT 2019

ExCeL LONDON

Artificial Intelligence Is Taking Over the Travel Industry!

Technology is revolutionising industries worldwide, and one industry that has always championed new technologies is travel. 

Artificial intelligence (AI) has proved extremely popular with both consumers and those working within the travel industry. These forms of technology have resulted in companies, including the likes of Airbnb and Uber, relying on consumer data to deliver tailored experiences for their customers. 

Technology has certainly enhanced the travel experience for individuals, but it has also become more easily accessible and more consistent.  

Customers now expect a travel experience personalised to their needs, and technology is helping the industry do exactly that! For example, AI can now be used to predict preferences, personalise certain service, finalise bookings and sort out in-trip and post-trip needs. This improves the customer experience and allows the industry to provide high-quality assistance. 

Dutch airline KLM, are already using AI to help them deal with social media inquiries. Now AI technology handles 50% of KLM’s inquiries. The travel app, Lola, has combined AI with human agents in order to help customers book hotels, schedule their flights and find a restaurant that matches their needs.  

AI is definitely affecting the way travel is managed and delivered. And technology has transformed the standard of service consumers expect. 

Conversational apps have decreased the level of consumer interaction. Nowadays, customers want answers to their questions within seconds, but humans are just not able to provide this service. AI helps ease the stress of waiting for an answer, meaning travellers can focus on other parts of their trip that needs organising. 

Facial recognition technology will soon end the need to have a paper-bound process. Travellers will soon be able to get through airports, border controls and customs without the need for any form of physical travel documents. 

Social media’s potential can now be fully utilised, through using the technology as a listening tool to track activity through certain travel applications. These technologies help businesses understand the traveller’s journey. When a customer uses social media to express their annoyance or frustration, their intent and context can be analysed. This means that any customer’s issue can be sorted quickly and efficiently. 

Throughout the travel sector, AI technology can improve the accuracy of processes and outcomes. Technology is the key to successful operations and interactions, as information is constantly swapped and exchanged across the globe. Therefore, if other businesses across other industries start to integrate AI intelligence into their organisation,  they might get to experience the benefits technology can bring.