Are travelers ready to put their faith in AI?
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Is Artificial Intelligence, commonly known as AI, the long-awaited savior of the human race, or is it the bane of today’s society, which is always looking for a shortcut?
Although often without their knowledge or consent, consumers are affected by AI more than they realize. From healthcare to financial interactions and transportation to agriculture, AI is now playing a major role. The travel industry is not immune from its broad tentacles.
Can AI influence real travel experiences?
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According to the National Research Group (NRG), a global data and insights firm, journalists use AI to write online travel guides, influencers show their followers how to plan vacations with ChatGPT 2 and everyone from small travel agencies to industry giants, are actively exploring how to use these technologies. to provide a smoother, safer and more interactive digital experience for its customers.
In theory, AI-powered travel tools could be very useful to consumers, helping to take the hassle out of vacation planning while offering the kind of personalized recommendations previously available only to those who could afford the services of a travel agent. human
But are travelers really ready to put their faith in AI when it comes to complex tasks like booking flights and accommodation, an itinerary or planning a budget? And what can travel companies do to ensure that the tools they’re building today are more than just a novelty, and instead have a real impact on their users’ travel experiences?
Consumers are certainly open to using AI to help with activities they see as a fun part of the travel experience. For example, 39% say they would be interested in getting recommendations for attractions to visit from an AI, while 36% would consider using an AI to learn about local dining options. But with these types of use cases, it is important that consumers feel as if they are always in the metaphorical driving seat.
“While we believe in AI and are open to exploiting it, we rely on extreme personalization and surprise and delight our travelers, who can never be replaced by a machine,” he explains. Inspirations Please Experience Destination, Ashlee Collins. “While ChatGPT and other AI tools can certainly provide a basis or supplement an itinerary, it has a long way to go to completely replace human-planned trips. A big part of my job is getting to know the members personally and dealing with them like friends or family. If I know a family member has a bad knee, choose a trip with less walking. If a member loves art, I’d suggest a trip around a gallery opening date or a special exhibition.
Despite its supposed advantages in all consumer sectors, a number of consumers still do not trust AI when it comes to certain aspects of travel planning and booking, according to NRG. to study. From travel enthusiasts misled by shoddy AI-generated guides on Amazon to errors in information gaps generated by systems like ChatGPT, AI still doesn’t seem to be the solution to holistic travel planning.
Kuoda Travel Founder and President Mery Calderon adds: “A boutique travel company will proactively monitor and control you throughout your journey, which is something that AI does not have the ability to do. Intricate itineraries with lots of destinations and activities require the touch of an experienced agent who can weave them seamlessly based on realistic timelines and expectations derived from past experiences. When traveling internationally, a certified travel company can ensure your safety at all times, going so far as to create real-time alternatives when unexpected circumstances arise.”
A summary of the NRG study concludes:
* 81% say that if they used AI to help them plan a trip, they would want to check all the information given by the AI before making any decisions based on it.
* 81% are not willing to share any information about their children with AI.
* 77% say they are not comfortable letting AI access visas, passports or other important travel documents.
* 51% say they are concerned that AI-powered travel tools will not be able to adequately protect their personal data.
On the other hand, consumers are already excited about the potential applications that AI could have for the travel industry. Forty-six percent of US consumers expect AI to have an overall positive impact on the travel experience, while less than half of that number (18%) expect it to be a net negative for travelers. Additionally, 61% of consumers say they would be willing to use a conversational AI to help them plan a future trip.
Perhaps the most relevant and exciting application of the technology, from a consumer perspective, is the possibility of using conversational AI as a kind of virtual travel agent or concierge. Before a trip, consumers could ask an AI for personalized advice on which sites to visit, where to eat and stay or how to get the most out of their budgets.
AI cannot replace human holistic travel planning.
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However, while ChatGPT can make suggestions for pre-planning, it cannot solve problems on the fly. Human destination concierges help ensure the trip goes smoothly and can modify your itinerary in real time. Collins says: “These concierges are locals who know the area like the back of their hand and will meet you at the property to help you settle in, give you an overview of the house and share their personal tips. They also stay in contact all your trip and can continue to make reservations and plans in real time.
According to Calderon, The AI creates an itinerary based on the most common searches it has learned from other travelers, but not everyone has the same travel goals, and the AI does not have the same kind of knowledge as an expert who lives in your destination She says: “AI is only as good as your own ability to write clearly what you need, and the accuracy of the information available on the Internet. Experts, local travel agents analyze, anticipate and have the knowledge and connections to match you with your ideal travel guide, hotels and experiences.
Collins says: “My prediction with AI in the travel space is that even as the technology improves and travelers become more confident in it, we will start to lose the human connection and the excitement that can come with it. with planning a trip I love my job because I get to create memories for our members and build personalized itineraries with my own tips included from my experiences.
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Excellent write-up
Insightful piece