The definition of Artificial Intelligence is relatively simpler than understanding its actual way of working. Machines and computers are performing tasks based on systematic algorithms, and tons of data that otherwise require human intelligence is called artificial intelligence. AI is highly beneficial for both business parties as it leaves no room for error and performs the given tasks much quicker than the human brain would.
Though Artificial Intelligence has been in the world of technology for a long time now, it is spreading its wings in all sectors recently, including the travel and hospitality business due to development in technology and new devices. The aviation industry and travel companies have been using AI in several ways to enhance customer service and provide a better travel experience to its users altogether. Be it collecting data of the customers with their permissions to observe booking patterns or tailoring their marketing strategies to suit various customers’ needs, AI plays a huge role in the travel and hospitality sector. Let’s look at the different ways of how Artificial Intelligence is shaping the future of the travel and hospitality sector.
Chatbots for better customer service
Here is one of the most primary and common ways travel companies have been using Artificial Intelligence to assist both existing customers and potential users. Chatbots have become common in the last few years that serve to interact with the customers online when they visit a particular website or application. Whether it is a query regarding hotel bookings or deciding the destination for a perfect holiday, chatbots assure maximum customer satisfaction, which is a win-win situation for both the customers and the travel companies. The way these chatbots function is by collecting and storing huge amounts of data and then responding accordingly to the customers’ queries regarding bookings, packages, and various other details. Customers expect quick support and assistance these days in the rapidly evolving online ecosystem.
Therefore, without human customer service representatives, travel companies can offer splendid and fast customer service to customers using Artificial Intelligence. The possibility of error and the response time would be high in human customer service representatives. Overall with the help of Artificial Intelligence, businesses can provide better customer experience and run the operations much smoother.
Data Management and Processing
Another way that Artificial Intelligence is changing the future of travel is through data management and processing. So far, we have understood that data is an essential source for the successful and smooth functioning of Artificial Intelligence. As discussed earlier, for the chatbots to respond accurately and assist the customers, it needs to process through tons of data within a short period. Data processing and implementation through human intelligence is a time-consuming process, and Artificial Intelligence leaves no room for error during the process. Through data management and processing, it is easier for travel companies to refine customer feedback through reviews, online surveys, etc., to clearly understand the customer’s needs within no time. It helps in making better decisions for the businesses and improving the overall service. Also, data management and processing come handy in maintaining a better online presence, which attracts several travelers to use their services.
Not all travelers wish to travel to a specific group of destinations for vacation. Everybody wishes to explore the world on their terms. Therefore, travel companies need to offer personalized suggestions and services to customers in recent times. The best way to do so is by using Artificial Intelligence. By monitoring and observing customer patterns and other data collected from users, travel companies can provide travelers with a personalized experience. With the help of data such as previous travels, flight booking patterns, travel companies can place advertisements, travel packages, and flight bookings in a way that they sell. Travelers can benefit from this practice by saving a lot of time searching for the desired travel package or making other travel decisions.
With Artificial Intelligence, travel companies design a specific algorithm for each customer to suit their needs. For instance, if you prefer to strap a roof rack to an SUV and head towards a hiking expedition with the squad, the travel companies will provide you with adventurous travel packages and not an exotic romantic getaway. The whole process of personalization makes it extremely easy for travelers to plan their vacation in no time.
Face-to-face customer service and interaction
Travel companies do not limit the use of Artificial Intelligence to offer online customer service and in-person interaction and service. Doing so improves productivity and saves a lot of time for both the business and the travelers. For instance, facial recognition at the airports instead of manual scanning and checking several documents helps avoid long queues. Similarly, many hotels are introducing self-check-in options, so travelers need not wait for a customer service representative to assist them. That’s not all; a few hotels are also introducing AI robots instead of human staff to assist customers. One example of such a trend is ‘Connie’, an Artificial Intelligence Robot present at the front desk of Hilton Worldwide.
The AI robot interacts with tourists and responds to their queries using speech recognition and artificial intelligence. AI also paves the way towards the automation of hotel rooms using smart devices and technology such as Amazon Echo and Alexa to control the lights, blinds, and air conditioning. Through such automation and efficient customer service, travel companies guarantee the utmost customer satisfaction with no human interaction or intelligence.
Artificial Intelligence plays a very vital role in shaping the future of travel and hospitality. Furthermore, the use of technology such as Augmented Reality and Virtual Reality also improves travelers’ overall experience as they can have virtual tours of the hotel rooms, etc., before planning their vacation.
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