The article discusses how new
technologies and especially artificial intelligence (AI) have revolutionized
the travel experience for individuals, making it more accessible and
user-friendly. New technologies also allowed the prospering of tech travel
companies like Airbnb and Uber which rely on the harvesting of consumer data to
deliver tailored customer experience.
Consumers want a travel
experience tailored around them. While traditional travel agencies can of
course do that, technology is just delivering the same more quickly and more
effectively than an agency would ever do it. AI is, for instance, being used to
“predict preferences, personalize services, complete bookings and manage
in-trip needs.”
Consumers want split second
answers to their queries, which humans cannot provide, therefore AI can assist
in making customer desires as well as complaints easily answered. “For example,
Dutch airline KLM has already deployed AI to deal with social media inquiries,
with the technology handling 50 percent of the total in 2017. The Dorchester
Collection hotel chain recently tailored its breakfast menu, introducing
customized options off the back of analysis of its guest reviews using the
technology (…)”
Travelers who despise the long
queues at airports with Border Controls and Customs scrutinizing their travel
documents will soon thank Blockchain for making facial recognition technology
reliable and bringing an end to tiresome paper-bound processes.
The technological
advances are not only great for customers but also for tourism operators. “New
technologies can provide new revenue generating opportunities every step of the
way in a traveler’s journey” by leveraging big data, using the same concepts as
the grocery stores would use. Imagine an airline company that knows what TV
programs you like to watch and what your preferred drink is. Before you know
it, you will become loyal and an ambassador to the brand.
The article cites many
other benefits of new technologies for the travel industry, including some
related to social media. What is certain is that technological advancements are
enhancing travelers’ experiences and are allowing the further growth of the
tourism industry.
Today, it’s evident that
interacting with AI will become an everyday activity but we should not lose the
human interaction side, which remains important for some categories of people.
And you what do you think? How
do you see the future of AI?
By Kenza & Solène
Source:
by : Adnan Saulat, General Manager of Travel, Transportation
and Hospitality at Mindtree
published on March 16th, 2017on Gigabit Magazine
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