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Published on 2024-07-23
Enhancing customer experience is one of the main motivations for the tourism sector to integrate Artificial Intelligence (AI) into its operations, according to Minsait's 'Ascendant' report, a company of Indra.
80% of tourism companies are already using AI in some specific area of their daily operations. The area where the industry is experimenting the most with AI is in booking management and the sale of tourism services, with 33% of companies developing specific use cases such as hyper-personalized recommendation systems.
22% use AI to improve customer experience and service at the destination, manage fleets and routes, or handle inventory management. Additionally, other use cases that the tourism industry is focusing on include incident management and aircraft cargo and unloading control.
AI-driven optimization will not only increase operational efficiency and productivity, a primary motivation for its integration in 67% of companies, but also significantly enhance the quality and personalization of the customer experience. This, in turn, will lead to greater conversion and loyalty, a strategic aspect that can make a difference in the coming years.
"KEY CATALYST"
In all travel and tourism-related companies, AI can analyze, draw conclusions, identify patterns, or develop actions. However, there are currently some barriers to incorporating this technology, such as recruiting talent with advanced knowledge or the lack of governance and security mechanisms.
According to Emilio Mora, Global Director of Hospitality, Airlines, and International Industry at Minsait, “Artificial Intelligence is emerging as a key catalyst for operational excellence, innovation, and continuous improvement in the Tourism and Travel sector over the coming years. Companies that are able to effectively adopt and integrate this transformation with a strategic vision will be better positioned to lead in a dynamic and competitive landscape.”
Minsait's 'Ascendant' report highlights the role of AI in adopting responsible practices in the hospitality industry, capable of addressing sustainability challenges with specific use cases in the ESG sphere, such as the implementation of smart environmental management systems in hotels.
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