AI Insights is PhocusWire's newest feature. We want to help you keep up with how brands across the travel industry are exploring - and using - generative artificial intelligence solutions from companies including OpenAI, Google and more. So we're surveying technology professionals at leading travel brands, and we'll be publishing their answers periodically here.
Pieter Jordaan, chief technology officer of TUI Group, is the latest to offer his thoughts on generative AI and its uses for the travel industry.
We began working with generative AI in … April 2023 by officially launching the TUI AI Lab. Several initiatives started before April – pilots and trials on several use cases run by teams in different parts of the organization.
Our current work with generative AI is focused on … four areas. We are using it to enhance customer service by developing AI-driven systems capable of handling complex queries. Secondly, we want to leverage its capabilities to optimize operational efficiency, from knowledge-base interrogation to content creation and editing. Thirdly, we want to explore its potential in personalizing travel recommendations based on an individual's preferences.
Lastly, we are also looking at the exciting prospect of conducting data analytics through conversational interfaces. This novel approach could transform the way we interact with data, making complex analysis more accessible and intuitive for all team members.
The biggest challenge for us related to generative AI is … its sheer speed of evolution. The landscape of AI is changing at a breakneck pace, with new advancements and capabilities emerging constantly. At TUI, we want to stay abreast of these developments and discern their potential implications – including challenges around data security. At the same time, we work to effectively integrate them into our operations, which can be quite demanding.
While the inherent complexity of these advanced systems poses its own challenges, it's the rapid technological progression that truly tests our adaptability and commitment to continuous learning. The TUI AI Lab is our internal platform for bringing tech and business teams together to find solutions.
For the travel industry overall, we see the most potential for generative AI to … revolutionize personalized customer experiences. This could be through generating bespoke travel plans, providing real-time updates and recommendations during trips, or predicting customer preferences to offer them unique, tailored experiences. The goal is to create an AI-powered concierge service that understands each traveler’s needs and preferences, not just during their journey, but also before they start their holiday and after they've reached their destination, ensuring a seamless and personalized travel experience from start to finish.
One year from now we expect to be using generative AI to … create a more seamless, end-to-end customer journey. By integrating AI across all touchpoints – from planning and booking, to in-trip experiences and post-travel follow-ups – we aim to provide a more personalized, efficient and enjoyable experience for our customers, setting a new standard for customer service in the travel industry.
PhocusWire's AI Insights
Keep up with these quick updates from travel brands about generative AI such as ChatGPT and Google's Bard.