![]() “The really interesting thing about chatbots is that they change the way you interact with your passengers. Úriz believes AI can boost loyalty by helping companies know more about their customers, thereby better meeting their needs and winning repeat business. “It’s someone who knows everything about your trip and also makes a booking for you.” Iñaki Úriz, CEO of Caravelo, describes chatbots as a cross between a super-knowledgeable friend and a PA. The airline worked with Caravelo, an IT provider for the travel industry, to develop Finn. Nicknamed Finn, it can sell flights, calculate how much baggage a passenger can take and respond to questions. In September 2017, Finnair launched its first chatbot via Facebook Messenger. The chatbots are able to manage simpler customer transactions, such as booking and boarding passes, while their human counterparts are freed up to deal with more complex interactions. , Skyscanner and Cheapflights are among the travel companies integrating chatbots with Facebook Messenger, Skype and Amazon Alexa. One example of this is the chatbot, which allows customers to pose questions in digital chats, which are answered by artificial intelligence-powered systems. AI is constantly getting smarter, more helpful and, ultimately, more powerful.” Understanding customer needsĪI is being used to create a smoother travel experience. When a self-driving car has a wreck, it tells all the other self-driving cars about it so they can avoid the same problem. When you have a car wreck, you probably won't make the same mistake again. Terry Jones, Chairman of Wayblazer, an AI startup transforming online travel planning, says: “The profound thing about this technology is that it learns and never forgets. By merging historical data with sophisticated Machine Learning algorithms, companies can now predict where and when travellers might want to go, and generate personalised ads, thereby boosting sales. ![]() ![]() Putting relevant offers in front of travellers at the right time and at the optimal price is key for travel operators. But perhaps the most important aspect of AI is that it has the power to learn. It can even comprehend and organise unstructured data, such as reviews and blogs. It can understand natural language - text and voice - as well as video and images. Simply speaking, AI is a branch of computer science that simulates intelligent human behaviour. But what exactly is it, and how is it being used in travel? And artificial intelligence is a powerful force for the travel industry, too. According to IDC, worldwide spending on cognitive and AI systems will total US$12.5bn in 2017 (an increase of 59.3% over 2016), and the AI market is expected to be worth US$46bn by 2020. Now you can do everything from asking your smartphone if your flight is on time to having your queries answered by a chatbot.Īrtificial intelligence (AI) is going from strength to strength. First you could book flights on the internet.
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