The machine revolution is here to stay. Artificial Intelligence (AI) has existed for years, but its utility within industries has increased in recent times. Major industries rely on AI to carry out many of their functions, and AI technology has made things easier. Understanding the nuances of AI can often be a little challenging, how do we categorize technology as artificial intelligence? AI can essentially perform tasks that usually require human intelligence. Today, there are a wide range of computers, machines, and software that can seamlessly carry out these complex tasks.
The importance of AI
The travel industry is reinventing itself constantly. Whether it be adapting itself to the changing landscape of travel or incorporating elements of AI to ensure customer satisfaction, the industry is keeping up with the times. However, the use of AI in the travel industry is not widespread, it has not yet achieved its entire potential.
If AI is utilized to its full capabilities, the travel industry could be completely revolutionized. Artificial intelligence could change aspects of customer service, assist in passenger identification while traveling and personalize a traveler’s experience through curated recommendations. Thanks to AI, even in the absence of staff, hotels, airlines and other major players in the travel industry would be able to function entirely on their own.
Here are ways in which AI can enhance operations within the travel industry:
1. Enhanced customer satisfaction
Chatbots and conversational AI can significantly enhance the customer service experience. Hotel chains have begun to use chatbots to boost customer experience by communicating with them in an entirely new way. AI chatbots can be customised to support customer loyalty programs and assist customers. Chatbots make things more streamlined and answer pertinent questions that guests have, promptly.
Facial recognition has made travel easier, especially at airports. It allows passengers to travel faster and reduce the burden associated with multiple procedures required to provide proof of one’s identity. Some organisations have also used bots to help with customer satisfaction. The AI robot ‘Connie’ is used by Hilton. This robot uses artificial intelligence and speech recognition to provide tourist information to customers who speak to it.
2. Data processing and analysis
One of AI’s most interesting uses involves data gathering and analysis. By analysing data provided by customers, various conclusions can be drawn. This, in turn, can help devise pricing strategies and create informed business plans. AI can sort through a variety of data with speed and efficiency. When it comes to reviews, AI can read customer reviews online to create comprehensive customer profiles and anticipate customer needs. In hotels, airlines and curating travel packages, this can be extremely beneficial to organizations.
3. Increased productivity
By using AI, the scope for human error reduces significantly. A task that would require multiple people can be easily completed with the assistance of artificial intelligence, thereby increasing productivity. Airlines can benefit the most from AI to increase productivity. Lufthansa’s bot Mildred can help customers find the cheapest flights. KLM Royal Dutch Airlines also employs AI technology to respond to users’ queries on Twitter, Facebook, etc.
4. Online reputation management
For key players in the travel industry, online reviews can make or break their reputation. With the ease of accessibility, people frequently take to the internet to air their grievances on various subjects. With AI, companies can take a better look at what customers are saying about their business.