Artificial Intelligence (AI) in Travel & Hospitality Sector

//Artificial Intelligence (AI) in Travel & Hospitality Sector

Artificial Intelligence (AI) in Travel & Hospitality Sector

Artificial Intelligence (AI) in Travel & Hospitality Sector

Artificial Intelligence (AI) in Travel & Hospitality Sector

AI in the form of virtual assistants, chatbots and robots is increasingly being employed across the travel and hospitality sector. Chatbots are amongst the most prominent applications of AI in travel. Industry players are either building their own customized chatbots, or using interfaces powered by established messaging applications. For instance, an Indian metasearch engine recently launched an AI-based chatbot, which can answer queries related to travel planning and booking, including what to do in a city. The company also plans to introduce a voice assistant, which would be capable of asking customers their plans and preferences, and making suggestions accordingly.

Further, OTAs are also joining the AI bandwagon. For instance, a major Indian OTA is planning to launch an application-based tool, which would allow customers to perform travel search and booking in their native languages. Of late, hotels have also been working on leveraging AI to improve customer experience. Some early movers in the hotel industry are even going beyond chatbots and virtual assistants, and utilizing robots for customer support. For example, Hilton Worldwide has a robot concierge named “Connie”, which can converse and inform guests about a hotel’s features and amenities, local tourist attractions, and dining outlets. Meanwhile, 14 percent of the airlines globally were using chatbots, as of 2017. This figure is expected to increase to 68 percent by 2020.

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2018-11-28T17:23:45+05:30
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