Artificial intelligence in tourism industry- When we will be allowed to travel again, we will be way far more organized thanks to artificial intelligence.

Using applications such as Google Flights, for example, we will be notified of a flight delay in real time, thanks to machine learning alghorithms.

Platforms such as Utrip are already providing customized booking experiences, classifing user preferences categories such as “Nature&Adventure”, “Food&Drink”, “Shopping”, “Relax” and combining them with additional filter options such as “Travelling with”, “Trip Style” and “Travel purpose” to generate personalized itineraries.

According to Gartner, 85% of interactions in tourism will be handled without human help thanks to AI chatbots that will shorten customers waiting time and will take care of customers’ satisfaction.

artificial intelligence in the tourism industry: there’s a chatbot in the hotel room!

Artificial intelligence in tourism industry – Conversational chatbots and virtual assistants are already revolutionizing the hotel industry, improving customers’ engagement, increasing conversion rates and booking volumes, and personalizing the whole customer’s experience.

where are chatbots employed?

There are 5 main areas:

  1. Smart booking

Conversational interfaces always available 24/7 can directly manage customers frequent asked questions, provide information about hotel services, check hotel rates, book a room, reducing customers’ churn or online booking bouncing rate.

  1. Enhanced Customer experience

Conversational chatbots answer promptly customers’ enquiries and transfer requests to the hotel staff in case of need; also they can engage the customer through product’s cross-selling and up-selling conversations, or even use the chat flow to conduct a sentiment analysis, with no need to request customers their time to fill out a survey.

  1. Data-driven marketing

Using chatbots data analytics about customers’ experience and feedback, the hotel management can launch “data driven” marketing initiatives, define marketing “personas” on the basis of feedback, preferences, behaviours, payment methods and propose customized offers.

  1. In room Virtual assistance

Vocal chatbots inside hotel rooms provide real time answer to customers’ requests, forward customers’ needs to the hotel staff, book services and program itineraries, suggest activities, anticipating customers’ needs through data analyitcs.

Hotel assistance chatbot IBM Watson
  1. Concierge Robotics 

Connie, short for Conrad Hilton, AKA the Hilton hotel chain founder, is the concierge robot created by IBM in partnership with Hilton, and currently employed at the front desk of Hilton McLean in Virginia. Connie behaves just like a human concierge, welcoming guests and answering to customers’ frequent requests, proving suggestions and directions by moving and pointing towards, while lighting up his eyes in different colours according to different emotions.
Connie, Hilton hotel concierge robot

Connies does not prevent human relations, but it works to reduce the volume of recurring requests and allows hotel personnel to focus on “quality” instead of “quantity”, even shortening customers’ waiting times.

The hotel industry is finding in AI a special ally to bring customer’s experience to the highest level, from the booking experience to the hotel stay, while at the same time data analytics help the hotel management to optimize services, anticipate customers’ needs and provide a tailored-made user experience.


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