How Artificial Intelligence is Impacting the Guest Experience from Booking to Checkout
By Ford Blakely SVP & GM, Medallia Zingle | October 20, 2019
Artificial intelligence has become a prevalent part of our everyday lives. From the digital assistants in our homes providing us with access to virtually anything we can think of -- from the weather to our favorite songs to top news headlines -- to the AI-powered apps helping us make important financial decisions, we rely on AI to boost efficiency and productivity in just about every area of our lives.
And while no industry has been impervious to the impact of artificial intelligence, hospitality has seen especially significant changes due to the rise of the machines. In fact, AI has put its stamp on the end-to-end guest experience from booking to checkout. And as an industry that has historically been a laggard when it comes to the adoption of technology, this is fascinating to see. Let's take a look at some of the trends we are seeing when it comes to AI in hospitality.
Boosting Destination Discovery and Booking
Artificial intelligence and machine learning are infiltrating just about every aspect of the guest experience, including the first critical steps of destination discovery and planning.
It's easy to spend hours glued to the screen trying to find the right hotel for the right price. By analyzing large and complex datasets, AI-powered solutions can generate super personalized suggestions for travelers in seconds. With studies finding that almost a third (29%) of global travelers are comfortable with letting a computer plan an upcoming trip based on data from their previous travel history, the travel agent is getting an artificial intelligence overhaul.
On the discovery side of things, virtual planning assistants are using Natural Language Processing and AI-powered search to provide trip advice and recommendations via travel bots. Other companies help travelers stick to their plan once they've reached the hotel by using machine learning to organize travel plans from emails and other sources, giving guests personalized concierge support beyond what the front desk can provide.