INDUSTRY WATCH itineraries , that will revolutionise the traveller search and booking journey and trip planning writ large .
Tim Hentschel , Co-founder and
CEO , HotelPlanner
In the future , based on customer data , online travel agencies and hotels will be able to micro-niche market down to the individual traveller level and offer personalised deals , offers , services and support that are catered for each traveller ’ s unique needs . For example , someday you may check into a hotel room and the temperature is pre-set to your liking , your favourite channel is already playing on TV and the room is set up for your unique needs ( i . e . business meeting space , playpen for baby , exercise area , etc .).
Streamlining the customer search and booking journey
The entire travel , tourism and hospitality industry is working to add more automation , customisation , personalisation and localisation into their services using Generative AI tools . The travelling public will greatly benefit by having their questions answered
much faster and their search and booking journey streamlined and simplified . Their travel experiences will be shaped by AI-driven decisions in the future as well . For example , ChatGPT can already pump out a detailed travel itinerary with specific activities and places to go and that will improve with their next version .
By the end of the decade , it ’ s likely that any traveller will be able to access their own personal travel concierge expert that ’ s entirely AI-powered through a Generative AI tool like ChatGPT or similar products . This could drastically reduce the need for human travel agents in brick-and-mortar offices . Those experts will still be available for a premium . But if ChatGPT can eventually answer every possible question one could have about an upcoming trip , in addition to creating detailed
Frictionless travel is the goal
We believe that the hospitality and travel industries will use next-generation AI to enhance the guest experience , improve efficiency and drive revenue and that these enhancements will eventually deliver a more ‘ frictionless ’ travel experience for consumers that ’ s more turn-key and stress-free .
For example , some hotels will start using AI tools to personalise and customise their service down to the unique needs and wants of every customer . AI will also be used to engage guests throughout their travel journey using AI chatbot messaging apps and contact check-in and payment systems . Some hotels will start to offer Virtual Reality or Augmented Reality tours of their lobby , rooms , amenities and local attractions .
Online travel agencies and hotel booking sites are already exploring how to incorporate AI open architecture into the search and booking process . In recent months , Expedia , Kayak and Trip . com have begun to embed ChatGPT search capabilities into their platforms . We at HotelPlanner chose to take a different approach . We integrated ChatGPT into our new loyalty programme , Hotel Buyers Club , as an additional membership benefit . We thought that was a fun way to combine two of our industry ’ s hottest trends : loyalty and AI .
These are just a few of the changes that AI will bring to the world of travel , tourism and hospitality in the coming years and beyond . We are in the nascent stages of how next-generation AI will revolutionise all industries . It could be a few more years before we see how each industry will incorporate these tools , but the AI revolution is here and the race is on . Much like the introduction of the calculator , the Internet or smart phones , Generative AI tools will eventually become ubiquitous and impossible to ignore . p
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