The year is 1995.

One day, your dad said, ‘Let’s go on a holiday!”

After some discussion, the family decided on a destination, and so he whips out his smartphone – excuse me – and so he grabs his keys and the family’s passports and trots down to the travel agent’s office to book the flight.

I know!

These days, through the wonders of technology, booking a flight can be done in a matter of minutes. You can even get a quick overview (and a good deal) of all available flights through travel search engines like Expedia.

But that’s just a basic expectation of how consumers can get the most out of their travel experiences. With artificial intelligence (AI) powering innovations such as chatbots, consumers can enjoy highly personalised and streamlined services from airline companies. Chatbots are a hit with users: a Userlike survey revealed that over two-thirds (68%) enjoy their convenience and fast replies.

So let’s take a look at how AI has revolutionised the travel industry. Here are five real-world examples.

Skyscanner
The Skyscanner chatbot, available on Facebook and WhatsApp, allows users to search for flights by entering a destination. If a user is undecided, typing ‘anywhere’ prompts the bot to suggest destinations with real-time pricing. Once the user provides a travel date, the chatbot displays the cheapest flights and then directs them to the official Skyscanner website to complete the booking. Additionally, users can set up price alerts for specific flights. As of February 2018, the chatbot had processed over one million user interactions.

Hopper
Travellers love hunting down the best deals. Enter Hopper, a Cambridge-based online travel agency that uses proprietary AI algorithms and a vast database to predict flight and hotel prices.

The company has invested heavily in its prediction technology, which allows it to offer personalised recommendations on the best time to book and suggest alternative travel options. Its database includes trillions of historical prices and an active feed of 300 billion prices a month, allowing it to predict airfare prices with 95% accuracy up to a year in advance. It also uses other factors like jet fuel prices and demand data from various travel sites to forecast how airlines will adjust their rates.

By focusing on predicting prices and suggesting trips beyond a user’s initial search, Hopper has carved out a unique position in the competitive travel market, setting itself apart from other companies like Expedia and Booking.com.

KLM
Airlines are getting into the chatbot game as well.

The Dutch airline, KLM, partnered with WhatsApp to engage customers with a range of flight information directly through the messaging app, including booking confirmations, check-in notifications, boarding passes, and flight status updates. This collaboration is part of a WhatsApp initiative to test how businesses and customers can communicate via the app, making KLM one of the first companies globally to have a verified account on the WhatsApp Business application.

According to KLM CEO Pieter Elbers, the move is a key part of their strategy to be accessible to their customers, especially given WhatsApp’s one billion users. Customers can also use the service to contact KLM’s customer service agents 24/7.

British Airways at Heathrow Airport
Chatbots can go beyond the screen too – and assist you right at the airport.

British Airways is introducing AI-powered robots at Heathrow Airport’s Terminal 5 to help manage congestion and assist customers with their questions. The trial is set to begin next year.

Named “Bill”, the two robots will be part of a £6.5 billion investment over five years to improve the customer experience. This initiative also includes other innovations like driverless baggage vehicles and 3D printing.

The robots, developed by tech firm BotsAndUs, use geo-location and sensors to move around safely. They can speak multiple languages and handle a variety of queries, freeing up human staff to focus on more complex tasks and provide personalised service.

Henn-Na Robot Hotel
Japan is no stranger to novelty. And when it comes to merging tech and hospitality, we give you the Henn-na Hotel – it is the world’s first hotel staffed by robots, a feat recognised by Guinness World Records. The name “Henn” means “strange” or “to change” in Japanese, reflecting the unique experience of being greeted and assisted by robots.

This innovative hotel aims to provide a glimpse into the future, offering guests a smooth and efficient stay with robot staff handling tasks like check-in and check-out. The use of advanced robots and smart facilities is not only for entertainment but also promotes environmental friendliness and comfort.

The Sky’s the Limit
AI has elevated countless possibilities in how companies can impact the travel experience. The US$11.7b tourism and travel sector contributes to a hefty 10.3% of the world’s GDP, and we can all be optimistic that this is set to grow, accelerated by AI advances.

And just as chatbots have lifted up the travel industry, one such chatbot has empowered companies to take their customer service to the next level.

Intercom. Let Your Profits Soar with a Sophisticated Customer Service AI Chatbot.
Intercom is a customer service platform that taps on the power of AI to help businesses connect with their customers across various channels. And as Intercom’s Gold Partner, I Concept is excited to introduce you to their suite of AI-powered solutions. Intercom’s Fin chatbot, is among one of the standout AI chatbots for websites and other platforms, and its powerful tools can revolutionise your support operations and strengthen customer relationships. Boost your AI marketing and enjoy personalised engagement, efficient support, proactive assistance, and data-driven insights with Intercom’s AI-powered platform.

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