Artificial intelligence (AI) has existed for decades but only became advanced in recent years when it started gradually impacting major industries, including the gambling industry and the travel industries. Deploying AI helps save time and money while providing value, which has made it useful in the travel industry. With AI technology, hotels and resorts can deliver excellent customer service in various different ways. It plays a role in passenger identification, baggage screening, and customer assistance. It can also be used to personalize travelers’ experience and tailor recommendations for them.
Here are 5 ways AI is changing the way we travel:
1. Chatbots and online customer service
One of the top ways hotels, resorts and other businesses in the travel and tourism industry stay relevant is through good reviews and feedback. To that effect, poor customer service can ruin the entire business. However, using artificial intelligence helps create an excellent service that is effective without the customer service rep. Many sites and apps adopt this technique and have created chatbots that will respond to routine questions, while more technical questions will be attended to by a human. Artificial intelligence will make your business available to customers 24/7 and also increase the response rate, which increases sales and customer service satisfaction.
2. Face-to-face customer service
Customer service robots are designed to interact with customers face-to-face, as opposed to chatbots. They can be either humanoid or non-humanoid as they handle the most basic tasks while cutting queues and improving overall efficiency. As humans constantly interact with these robots, the AI software learns more, which improves the quality of their communications over time.
3. Facial recognition
The scrutiny of documents required while traveling can be tiresome but by adopting artificial intelligence, it can be changed with facial recognition technology. This would cut the long queue and process of going through multiple travel documents.
4. Data processing and data analysis
Artificial intelligence big data processing technologies are recently being applied to deal with large-scale heterogeneous data. This makes it easy to sort through huge amounts of data within a short period and with no hassle. In travel and tourism, it is used to gather and interpret data that will help draw conclusions about customers and business practices.
5. Social media
Travel companies make use of social media to listen to their customers. They track keywords, hashtags, and URLs to attend to any concern raised by a customer or even a potential customer. Artificial intelligence helps gather information on whether the customer is frustrated with the service or not. AI-powered bots can also respond appropriately to customers, using natural language processing. An added advantage of this is that it helps the travel companies know the services they need to improve on and the ones to keep up with.
According to a survey conducted by Amadeus, 43% of travel companies refer to “targeting and personalization” as the main priorities in their digital strategy. A lot of people consider traveling personal and emotional and can’t afford to have their experiences ruined by slow and unresponsive service.