April 17, 2018, by Gilad Berenstein, CEO of Utrip
"I think what you will see artificial intelligence do is maximize the experience you have at the other end and minimize the amount of effort you to have to put in the processing of getting there." – Mike Croucher, Chief Architect, Travelport
One key development in technology today is artificial intelligence. Companies that have begun making investments in AI and machine learning are quickly seeing success - and travel is no exception. Artificial intelligence has true value for travel businesses.
It can transform the overall experience, both on the user end and on the business end if deployed correctly. Essentially, it allows businesses to "automate – and therefore expedite – processes that were once manual and tedious." Instead of spending time on tedious labor, artificial intelligence allows travel companies to learn more about customers and give them personalized and relevant results - every time. That level of service is hard to replicate manually, but it delivers results.
In our previous posts, we have highlighted just some of the ways artificial intelligence is transforming the travel experience, and how businesses can leverage this in order to give customers a superior experience. For example, AI allows businesses to deliver on three fronts: speed, accuracy and personalization.
- Personalized recommendations: ultra-targeted suggestions based on customer information. Artificial intelligence removes the guesswork and allows you to focus on the destinations, dates and other preferences that an individual customer wants, consistently.
- Customer Service: whether it is chatbots, voice-activated assistants or other forms of travel assistants - being accessible to customers at all times is important but so is ensuring that you are giving them the correct information. It makes navigating the website easier for customers while ensuring that you are capturing the right demographics.
In another post, we delved into how artificial intelligence can help customers across demographics - it is not just for the consumer side of travel. Artificial intelligence is able to navigate the nuances of corporate travel. Companies like Tradeshift are tackling the world of business travel by using machine learning to weed out fraud in corporate travel while making it more efficient.
Using customer data, AI can use touchpoints such as social media, past purchases, browsing history and a number of other data points to create targeted advertising that will do wonders for conversion rates and sales.
It is fast becoming clear that artificial intelligence is becoming an integral part of travel - and for good reason. The Washington Post found that "nearly 85 percent of travel and hospitality professionals are using AI within their businesses." Ultimately, this is because they see the value of it in every aspect of the journey - from the first click to after the trip.
In the past, we have discussed how giving consumers too much choice often leads to indecision, which detracts from the experience. However, artificial intelligence is the best way to mitigate that issue and provide customers with a seamless experience that is always tailored to their needs. Travel companies that are able to leverage this trend to create that level of experience are the ones that will see the long-term success that is difficult to replicate otherwise.
Utrip will help you leverage artificial intelligence to reimagine your customer relationships through every step of the travel lifecycle. For more information, contact us today.