Artificial intelligence technology is increasingly being used as a tool for promoting goods and services. And tourism is no exception. Thus, Tinkoff Bank announced the introduction of an “AI travel consultant” that helps travelers plan their holidays.
The developers claim that the program is able to learn, “adapt to the user and adapt to his requests and preferences.” For example, he searches for tickets, tours in accordance with the wishes of the client, tells about the sights. That is, in a sense, it performs the functions of a travel agent.
Discussing the possibility of replacing travel industry professionals with artificial intelligence, retail representatives were divided in their opinions. In the TG group “Roof of the B2B Tourist House”, many participants in the discussion noted that no program can replace live communication and an individual approach. An example is the chatbots that are popular today, which are far from always able to help with a particular issue: “You try to talk to the bank’s electronic assistant about any problem, and then tell us how much time you wasted.” In addition, to solve most controversial situations, most often you need a real person, not a program.
However, other travel agents have noticed that progress does not stand still, new technologies are actively used in various fields. Moreover, in combination with modern tools for selling travel services, such as cashback and discounts to direct customers from tour operators, the travel assistant can “evolve” into a consulting assistant with artificial intelligence in a few years. “Fifteen years ago, it was ridiculous to imagine that a phone was taking pictures. That you can pay for purchases just by smiling at the camera. Yes, it will be a competitor, but in 10 years, when the generation will finally change,” the travel agents shared.
It is quite possible that such technologies will soon be used by market participants themselves: airlines, tour operators, railway carriers, etc. Some participants in the discussion believe that retail interests should be protected at the legislative level: “the problem itself is not AI as such, but in strengthening and expanding large businesses. Small and medium-sized businesses began to sacrifice for the sake of large ones back in the early noughties, when instead of small shops, “Auchans” and X5 appeared. Only the party’s policy aimed at preserving small businesses will save travel agents.”
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