We designed and developed a web portal and a mobile app that gives users realtime flight status and domestic & international flights schedule. In collaboration with the Government of India, we created a digital platform for Indian air travelers. The entire process can be automated to be triggered based on keywords entered by a customer. Powered by AI and Machine Learning, chatbot solutions today are capable of performing more than just basic conversations. The reason for an aggressive adoption of chatbots is obvious: it saves manpower costs, eliminates wait time, minimizes errors, and maximizes efficiency with automation. Today customers prefer contacting a company via chat rather than on a call according to a report by Outgrow, 56% of people are more comfortable texting over a chat window than calling customer service, making chatbots an ideal solution.
Hotels, airlines, and other divisions in the hospitality and tourism domain are leveraging chatbots for better customer service and communication round the clock. Chatbots, Artificial Intelligence & Machine Learning Technologies that Businesses in the Hospitality & Tourism Domain are Leveraging for Better CXġ. Such P2P services have simplified the travel experience by making basic necessities like accomodation and commute more easily accessible, and have contributed towards attracting a greater percentage of consumers. In both cases, a consumer with a need and a peer with a solution are brought together via an application. Shared Economy is a peer-to-peer service made accessible over technology, for instance, Airbnb and Uber. The Atlantis in Dubai, for example, has a Virtual Tour video on YouTube that allows users to experience the hotel even before stepping out of their house.Īnother major contributor in the shift towards digitization in the hospitality and tourism sector is the concept of the shared economy. Unlike customer service, which focuses on the specific interaction at a given time, customer experience is more of a holistic approach that takes into account the overall customer journey.īy leveraging the right technologies, travel enterprises can enhance the customer experience while maximizing customer acquisition, engagement & retention. Customer experience is about how a customer perceives the brand through all interactions across the various stages of the customer life cycle. The growth of an enterprise in the hospitality and tourism domain relies predominantly on the customer experience. What is Driving Digitization in the Hospitality & Tourism Industry?
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What started with basic services like online booking and registration has since grown to apps facilitating shared economy like Airbnb and Uber, and mobile check-ins like from the Apple Watch. were comfortable researching, planning, and booking an entire trip using a mobile device. Research suggests that 48% of smartphone users in the U.S. The hospitality and tourism industry has seen a massive movement towards digitized services in the last few years. Digitization has enabled industries to accelerate growth by providing solutions to target a wider audience, reach it faster, and deliver their services more efficiently.Ĭonsumers today are increasingly comfortable with no human interaction in categories like hospitality & tourism – which not too long ago preferred human interaction.
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