Customer Service May No Longer Involve Humans, and Travelers Are Happy About It
Predictions for travel previously focused largely on self-driving cars or robotic maids. In reality, artificial intelligence (AI) has first been implemented to improve customer service. Everything from chatbots for hospitality websites to voice-activated services are reshaping the travel experience.
AI is Making Travel Processes Smoother
Getting from one place to another is easier than ever before, but travelers still have to deal with physical headaches when on the road. Airlines, hotels, and travel booking sites are implementing AI to smoothen the this experience.
Airlines like Delta, for example, are beginning to use facial recognition technology to expedite the check-in process. Some airports are using smart algorithms to offer real-time reporting on delays, schedules, and traveler options.
Virtual Assistance is Getting Smarter
One of the most impactful ways AI is being used in the hospitality industry today is virtual assistance. For travel processes like flying or other forms of transportation, chatbots are ensuring customer service is available around the clock. This saves companies expenses on customer representatives while streamlining the support process and reducing the time customers spend waiting for assistance.
In hotels, AI is reshaping the customer experience in a variety of unique ways. The UK’s largest hotel chain, Premier Inn, now has interactive wall maps in each guest room to help with travel planning. Cosmopolitan of Las Vegas’ uses Rose, an AI concierge, to help guests with many tasks while Hilton is using an AI concierge named Connie.
Others, like Best Western Hotels & Resorts, are beginning to introduce voice-activated assistance. Through Amazon Alexa devices, mobile apps, and other technologies, guests at many hotels can now change reservations, order food service, control room temperature, and much more.
Smart Technology is Tailoring the Travel Experience
The most significant impact AI is having on the hospitality industry is the personalization of the travel experience. The technologies described above typically leverage automatic data processing and machine learning to tailor the support and suggestions offered to customers based on their preferences or consumption patterns.
Because of technologies like these, the hospitality industry is able to offer consumers what they are most likely to want. Simultaneously, consumers enjoy an improved and simpler travel experience.
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