Generative artificial intelligence (gen AI) is everywhere in travel right now, but real
results depend on one thing first: data.
In an interview with PhocusWire, DataArt SVP for travel,
transportation and hospitality Greg Abbott explains why the industry still lags behind others like finance and retail on data readiness and what it will take to close
the gap.
He also discusses some of the “wins” he is seeing today, such as back office
automation, call center personalization and 30-50% gains in engineering
productivity, as well as the risks that can erode trust if governance isn’t in place.
Abbott’s advice for brands with limited budgets? Start small, pick use cases
with measurable ROI, build guardrails from day one and lean on partners who
know AI and data.
He also shares his outlook for the years ahead on things
such as customer experience and agent-to-agent transactions. Watch the full
discussion below.
How generative AI will reshape travel and why the industry needs a data-first approach