Artificial intelligence (AI) has the ability to perform various tasks that previously required human cognitive function. Implementing AI can yield great benefits for businesses as it can save them time and money while at the same time it can significantly reduce human errors and increase efficiency and accuracy. The travel industry is an excellent example of an industry that could benefit significantly from AI, and a widespread adoption of AI in the travel industry has been observed in recent years. The way people travel has been greatly changed by AI, and it is anticipated that this will continue (Revfine, n.d.).
For the consumers, the use of AI in the travel industry accounts for improving personalisation, ensuring fast response times, improving their decision-making, helping them to find better and relevant information, enhancing their mobility and ultimately providing them with a seamless travel experience (Bulchand-Gidumal, 2020). In order to stay competitive and realise growth, airlines are continuously looking for new ways to innovate. Technology has profoundly influenced customers behaviour and increased their expectations.
AI chatbots provide assistance to customers online and they have the ability to respond quickly while at the same time provide valuable information to customers. This enhances the customers experience as these chatbots are able to provide customers with the necessary help in a time that would be impossible for humans to accomplish. Customers are demanding faster respond times and chatbots are a successful way to meet this demand. In addition, as these chatbots are more efficient and reduce operating costs, it results into higher profits for businesses. Another successful AI application in the travel industry is the one of automated baggage systems (Easternpeak, n.d.). Previously, this was a burdensome tasks that the staff had to do which took a lot of time. Automated baggage systems decreased the waiting time and made it possible to reallocate the staff to more productive and value-enhancing activities. AI can also be implemented to improve personalization. This enables businesses to provide customised services to their customers adjusted to their preferences (Analyticssteps, n.d.).
It is expected that the applications of AI will continue to evolve in the travel industry. Self-driving vehicles, the adoption of robots and facial recognition in stead of passports are all plausible possibilities that will be used in the future. The customers travel experience has dramatically changed and is expected to keep changing to unprecedented levels.
Analyticssteps, (2022). 7 Advantages of AI in the Travel Sector. Available at: https://www.analyticssteps.com/blogs/7-advantages-ai-travel-sector
Bulchand-Gidumal, J. (2020). Impact of artificial intelligence in travel, tourism, and hospitality. In Handbook of e-Tourism (pp. 1-20). Cham: Springer International Publishing.
Easternpeak, (2022). How AI is Transforming the Travel Industry. Available at: https://easternpeak.com/blog/ai-use-cases-in-travel-and-hospitality/
Revfine, (2020). How Artificial Intelligence is Changing the Travel Industry. Available at: https://www.revfine.com/artificial-intelligence-travel-industry/
Interesting points, AI is certainly a disruptor in most industries where it can be applied. The travel sector is not an exclusion. The whole infrastructure behind travel heavily relies on technology to improve profits and efficiency, just imagining the systems behind airports, hotels, car rentals and cultural activities which are becoming increasingly inter-connected. The article lacks a few critical examples as I do not think the chosen ones are a great depiction of what is happening in the industry. Of course chatbots are useful for businesses but has it occured you often that a chatbot was useful to you? I personally still have to find a really helpful chatbot and still prefer to speak with someone when I have an issue. Moreover, there are still many other applications of AI into the travel industry that go beyond customer service. Just imagining any field where the faster processing of data will benefit the industry. Perhaps in the future we may have AI managing air traffic at the airport! that does not sound too far fetched actually.
Well done and thanks for the read.
Thanks for your contribution, Emma! I believe you are making some good points on the potential applications AI has in the travel industry. I agree that AI will most certainly contribute to increased personalization in the customer experience for travelers. I experienced this myself when I had a very short connection on a recent trip. The airline system automatically rebooked me on the next flight to my final destination, which made my stressful experience a lot smoother. However, the chatbots that are being used in the industry don’t very much appeal to me. Like Lorenzo, I’m more keen on human interaction, which is still a very important and essential aspect of travel, in my opinion. What do you think? Do you believe travel will become touchless and automated in the future?