After a challenging summer travel season marred by ubiquitous delays and cancellations, an unmistakable demand for transformation within the travel industry has been expressed. Given the common frustration plaguing the experience of exploring new destinations, a comprehensive review of this sector has become more necessary than ever. FlightHub Group, the parent company of online travel booking platforms, FlightHub.com and JustFly.com, is stepping up to meet this daunting challenge.
In an innovative move, FlightHub announced a partnership with Observe.AI, a trailblazer in leveraging artificial intelligence (AI) to modernize customer contact centers. This collaboration addresses the prevalent problems weary travelers encounter, seeking to instigate a significant shift in the industry.
“Exorbitant waiting times have become an unwelcome norm for many travelers,” says Chris Cave, FlightHub’s CEO. “Our objective is to turn travel aspirations into reality, and our alliance with Observe.AI could arm our travel specialists with the advanced tools necessary to prioritize the customer experience, striving to make their journey as frictionless as possible.”
For the ordinary traveler, this translates into the prospect of real-time issue resolution instead of interminable waiting periods on hold, thanks to Observe.AI’s sophisticated AI technology. Their system, built on a leading-edge Large Language Model and Generative AI technology, aims to improve customer service efficiency.
Moreover, adopting AI in the travel industry is more than just a niche occurrence. ChatGPT, an advanced conversational AI model, significantly impacts various sectors, including travel and tourism. Companies, including airlines and hotels, leverage AI to predict customer behaviors, such as flight and hotel cancellations. Booking platforms like Airbnb are also tapping into AI capabilities to offer enhanced, personalized advice to travelers.
As one of the world’s largest industries, the travel sector is expected to experience continued growth fueled by increased discretionary income, remote work, and a generational shift towards prioritizing experiences over goods. The introduction of the internet initially disrupted traditional travel bookings, rendering human travel agents redundant as digital platforms like Expedia took center stage. However, AI is predicted to herald the next advancement in travel bookings.
Chatbots and AI assistants are increasingly deployed across social media platforms, such as Facebook Messenger, Skype, and WhatsApp, revolutionizing customer service. Major online travel agencies, like Booking.com and Expedia, have started using chatbots to deliver real-time suggestions to customers, such as available cheap flights. Additionally, AI applications can generate personalized travel itineraries based on interests, budget, travel companions, and trip objectives.
Yet, the perception of air travel as a consumer experience has notably declined over recent years, with concerns over reduced legroom, limited meals, and compromised customer service. Nonetheless, AI tools are set to improve the traveler experience. For instance, weather-related disruptions, which can inflict significant financial losses on airlines, can be better managed with AI. Tools like IBM’s Watson AI can analyze data from 100 models and 250,000 weather stations worldwide, assisting airlines in predicting and managing erratic weather conditions.
Ultimately, the partnership between FlightHub and Observe.AI could signal a new direction for the travel industry, highlighting the transformative role of AI in enhancing customer experiences. This venture could lead to a seismic shift in the industry, transitioning from being dominated by hassles to bringing about the enjoyment of the journey. It certainly paints a hopeful picture of the future of travel.