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AI in Travel & Hospitality – Conversational AI Implementation is Critical to Winning the Next Decade

AI in Travel and Hospitality

AI in travel

From centralised IT service desks for franchised hoteliers, to flight forecasting, automated self-service check-in and checkout, to personalised customer service, AI is having a profound impact on the travel and hospitality industry.

The use of AI in travel and hospitality, especially those programs implementing conversational AI via AI managed services, are creating exceptional value in terms of ROI and customer satisfaction. Travel operators and their managed AI vendors are already using AI tools and solutions including conversational AI for everything from travel planning, to booking solutions, to airport security.

Today’s travelers can utilise AI in the form of digital virtual agents such as Amelia to search and book flights or accommodations. Virtual concierges have made an appearance in hotels to help guests check in, check out, adjust room conditions, provide recommendations for visiting local attractions as well as provide directions. Meanwhile digital voice assistants are already being used in guest rooms, ships and airport security settings to assist passengers with general enquiries.

A recent SITA report indicates that 68% of airlines and 42% of airports plan to implement intelligent digital agent services to reduce call centre volumes, handle itinerary changes, and more.

The use of AI in travel and hospitality enables businesses to streamline and optimise their operations. AI makes it possible to:

  • Bridge the labour gap and deliver a better guest and traveller experience
  • Enhance operational efficiency and reduce costs
  • Automate and streamline repetitive tasks, enabling staff to focus on more human interactions
  • Undertake rapid customer data analysis and behavioural patterns to deliver a more personalised customer and guest experience
  • Much More

Let’s take a look at just some of the AI applications currently making big waves in travel and hospitality.

AI in Travel and Hospitality – AI Augmented Check-in, Check-out and Payment Processes

AI enabled self-serve kiosks enable guests to check in or out in under 30 seconds.

Theme parks, cinemas, stadiums, and concert halls are now using digital solutions such as facial recognition to optimise entrance to venues. For example, Shanghai Disneyland now offers annual pass holders the option of choosing facial recognition to facilitate park entry.

AI in Travel and Hospitality – Helping Frontline Staff Deliver a More Personalised Service

By utilising data analytics, firms can give frontline staff guest details and details of their preferences or keep them up to date on current operational scenarios, so they can move between departments, advise guests of delays or real-time options. These AI powered concierge and butler services enable staff to be more responsive to guest and visitor needs and the delivery of unique experiences.

AI in Travel and Hospitality – Initiation of Real-time, Dynamic Pricing

With the use of AI in the travel and hospitality industry, organisations have access to real-time price intelligence enabling hotels and travel firms the ability to automate the execution of pricing strategies and dynamically adjust ticket prices or room rates based on supply and demand, as well as past customer behaviour. By analysing guest data and predicting future demand, hospitality businesses can optimise pricing whilst marketing and upselling offers on the right products and services to potential customers at the right price, and time.

AI in Travel and Hospitality – Backoffice Automation and Revenue Accounting

Taking over mundane and repetitive tasks, AI can automate the management and categorisation of invoices, financial reconciliation and even plan human resource requirements with local cnditions in mind.

AI in Travel and Hospitality – Predictive Maintenance

The use of AI in the travel and hospitality industry for predicative maintenance has a profound impact on the bottom line as organisations pre-emptively address potentially costly maintenance events before they become problems when simple repairs can resolve the issue. Sensors monitor critical equipment and infrastructure as well as environmental factors to alert maintenance staff of potential failures saving costly replacement events as well as unplanned downtime of rooms and services.

AI in Travel and Hospitality – Removing the Language Barrier for Travelers

One of the more demanding tasks hospitality organisations tackle on a regular basis is the handling of the language barrier for travellers. AI in travel and hospitality, specifically the use of conversational AI such as is available with Amelia digital agents allows hotels, cruise ships, resorts, airlines and more offer true multilingual customer service in the language of choice driven by NLP (Natural Language Processing) for more natural customer service that goes beyond simple, frustrating chatbots.

AI in Travel and Hospitality – Marketing Automation

When it comes to AI in the travel and hospitality industry, perhaps one of the more interesting applications is in the automation of certain marketing tasks such as review gathering. The best time to ask for a review online is when a customer is having a great experience with customer service. AI driven digital CSR’s with conversational AI and the ability to discern dialogue intent can easily ask for reviews and even distribute links to review properties at the very moment they detect brand loyalty and high customer satisfaction, allowing their organisation to thrive with numerous online 5 star ratings all driven by AI.

But these aren’t the only areas that are benefiting from the application of AI.

AI in Travel and Hospitality – IT Operations

The digital transformation of systems and platforms is changing the way the travel and leisure sector serves travelers and clients and empowers front line personnel. It is also making the IT environment more complex, diverse, dynamic and hybrid in nature.

The growing dependence on digital services and the demands and expectations of today’s connected consumers and staff means that maintaining the availability, security and reliability of services is critical to the smooth running of day-to-day operations.

Today’s technology footprint now includes multiple sites and supply chain partners and affiliates. All of which need access to the primary IT infrastructure that may feature hundreds and thousands of devices, applications, and services.

However, overstretched IT operations teams are struggling to keep up with managing this interconnected landscape and the challenges of monitoring all the elements of their combined IT/OT estates. To counter the explosive growth in data, complexity and user demands, IT teams will need to adopt an artificial intelligence for IT operations (AIOps) platform that provides service driven autonomous remediation.

Enabling IT operation teams to solve complex IT problems, including performance, capacity, and configuration issues before these impact on the business, today’s AIOps platforms empower IT teams to solve the complex IT operations challenges association with digital transformation.

AIOps uses big data analytics and automation to simplify how IT operations teams support and manage their increasingly complex IT environments. By automating mundane tasks, and providing actionable insights that includes predicting outages, AIOps tools enable today’s digitally powered travel and leisure providers to increase their system performance and uptime. All of which adds up to the greater availability of customer-facing services and a reduction in monitoring tool footprint that can save millions in terms of lowering the cost of maintaining and operating these tools.

AI in Travel and Hospitality – With AIOps in play organisations can:

  • Maintain the security, availability and performance of network-enabled interactions
  • Assure services through incident prediction and automated remediation
  • Automate traditionally time-consuming tasks (patching, software updates and rollouts)
  • Significantly reduce incidents and outage times by identifying and solving issues fast
  • Gain end-to-end visibility of their digital infrastructure, including cloud and hybrid environments

But as Gartner observes, and is true with regards to AI in travel and hospitality, or any other organisation, implementing AIOps isn’t a walk in the park and identifying the right platform for the business’ needs is just the start. Reaping the potential offered by AIOps depends on having the right know-how and significant preparation of the infrastructure to support an AIOps implementation. If you are considering an AI First or Native AI methodology for your hotel, resort, airline, theme park, or other, you may need help on your journey, especially if you want to succeed, and do so on an escalated time-table.

When it comes to AI many hospitality operators want to fast-track how they leverage the full benefits of AIOps and are turning to Managed AI Service specialists like Bell Integration to orchestrate the implementation of AIOps platforms that are fine-tuned exactly to their individual environments, run them, and optimise them ongoing. Organisations that have utilised managed IT services in the past understand the cost savings as well as financial rewards that can be obtained by using a managed service methodology for the handling of their AI or AIOps programs. In fact, when it comes to AI in hospitality, both the costs, if not handled properly, or the rewards, if successfully implemented, can be great, and the difference between winning and failing comes down to having the right people, the right data, and the right knowledge in terms of where, when and how. You can tap that experience immediately when you opt for AI Managed Services over in house AI development.

Let Bell help you on your journey.

AI in Travel and Hospitality – The AI IT Service and Help Desk

Running a hassle-free IT service desk was a challenge before hybrid and remote working became the new normal. However, changing workplace behaviours and the growing use of end-user collaboration tools means that IT support requirements have significantly escalated.

Resolving user-specific issues fast – and first time – is key for limiting employee downtime and boosting productivity. But with ticket volumes increasing, organisations need to find a way to transform their IT service and help desk with cost and performance optimisation in mind.

Today’s AI-powered help desk solutions can resolve a number of basic day-to-day end-user queries and requests including:

  • Password resets
  • Outlook configuration and trouble shooting
  • Issuing new/replacing lost equipment
  • VPN management and configuration
  • Set up and unlocking accounts
  • Open, close and manage IT support tickets
  • Provide level 1 and 2 automation and support for IT, networks and databases
  • And More

The utilisation of AI in the travel and hospitality industry is enabling operators to accelerate self-service, respond to FAQs and provide intelligence suggestions based on a user’s role 24×7, today’s AI digital agents using Conversational AI are able to take care of a multitude of tasks. Escalating complex or more challenging scenarios to a live human specialist who is instantly furnished with all the information they need to get up and running fast when it comes to troubleshooting an end user’s issue.

However, AI services for hospitality operators needs to be implemented with skill if they are to perform as expected – digital agents can’t function or efficiently orchestrate service resolutions if they haven’t been appropriately and securely initiated.

AI in Travel and Hospitality – Why Bell Integration for Your AIOps and IT Service Desk Implementations

Our cloud-based AI service platforms makes it easy to implement AIOps and an automated digital workforce at speed and at scale.

Powered by Amelia AI, automation, and conversational AI, and complemented by our highly skilled support teams, Bell Integration’s AI IT Managed Services give you a fast and streamlined way to incorporate a fully ITIL-aligned IT Help Desk and AIOps framework that frees up your IT personnel to focus on more value-add tasks. With Bell Integration your AI programs will be predictable in that they will have fixed outcomes, fixed costs, and be aligned with your goals, timetables, and requirements.

AI in Travel and Hospitality – Lightening the Load with Bell

  • A leading retail bank with more than 15,000 employees has automated the handling of password resets, network connectivity, firewall support and the troubleshooting of business applications. 91% of users rated their experience as ‘good’ or ‘very good’.
  • Our AI managed services generate a 30% cost reduction in service desk costs.
  • Tier 1 support tickets can be answered in under 30 seconds with a digital worker.

AI in Travel and Hospitality – Managed AI Programs can;

  • Automate up to 80% of routine service requests and deliver services 24×7 anywhere in the world
  • Dramatically reduce ticket costs
  • Initiate automated incident process flows with escalations to internal sponsors and third parties
  • Automate system and service monitoring, reporting, governance and traceability

With properly executed AI programs in place, hospitality operators can monitor, manage and support Tier 1-4 incidents as well as service requests, configuration and decommissioning services. Giving you everything you need to support your extended environment – cloud, physical and virtual servers, storage and backup, database management, networks, routing, firewall security, wireless and desktop management. What are you waiting for, call Bell Integration today for a free consultation to see just how far we can take you with AI