The fourth Thursday of April marked a special day for the travel and hospitality industry as PhocusWire and Miles Partnership co-hosted a webinar on the capabilities and uses of generative AI and ChatGPT. The speakers at the event included Microsoft’s global director of travel, transportation and hospitality Shane O’Flaherty, Magpie’s founder and CEO Christian Watts, and hospitality consultant Tim Peter.
The panel members explored and discussed the new opportunities of artificial intelligence, the challenges in making use of this technology, and best practices, which will help companies in the industry to adopt tech-friendly solutions. In addition, they shared their ideas and forecasts on the future of the hospitality industry in the year to come.
The panel members discussed the various use-cases of generative AI and ChatGPT in customer service, marketing, and personalized communication. Leveraging AI and chatbot technology gives businesses in the tourist and hospitality domain to provide more tailored, instant customer experiences. Additionally, it helps establish trust and engagement for customers by providing fast and accurate response to their queries. This can go a long way in enhancing the customer experience and encouraging repeat visits.
Trip.com, Microsoft and Kayak are leading companies in advocating for the use of generative AI in the travel and hospitality industry. Each of the companies has their own unique approach to using AI. Trip.com uses AI to help in discovery, booking, and personalization while Microsoft applies AI to create immersive, personalized experiences. Kayak leverages AI in customer service as well as in personalization, marketing, and insights.
Phocuswright Europe 2023 will include a session on generative AI in the travel and hospitality industry, which will focus on the users and new innovation opportunities. Speakers will include the leading technologists, thought leaders, and entrepreneurs. Along with AI, participants will also learn about advanced analytics and marketing insights which will help them in creating better experiences for their customers.
The hospitality and travel industry needs to embrace the emerging uses of AI to remain competitive in the market. As AI integrates deeply into customer service, travelers and hotels will benefit from advanced technology, helping them to save time and money. Generative AI and ChatGPT technology being used in the industry can create highly targeted and personalized communications, helping in building trust and engagement with customers. It can also bring great opportunities for businesses in the sector by providing better customer service, marketing and personalized communications. However, it is critical to ensure best practices and to make sure the customer experience is flawless.
