The travel industry is one of many industries rapidly changing with the development of Artificial intelligence (AI). One of the most significant ways that AI is being used by leading travel brands is to help them know and understand their customers better.
There are many ways that AI can be used to achieve this goal. For example, AI can be used to analyse customer data, personalise customer experiences, improve customer service, and predict customer behaviour.
Analysing customer data
AI can be used to analyse vast amounts of customer data, such as booking history, search history, and engagement with different types of content. This data can be used to identify customer preferences, pain points, and opportunities.
For example, AI can be used to identify customers who are travelling with children or who are interested in fine dining or sports. This information can be used to target these customers with special offers or incentives to keep them loyal or encourage them to recommend the brand.
Personalising customer experiences
AI can be used to personalise customer experiences across all channels, from their first engagement with the brand's website to email to personalised recommendations. This can be done by recommending in-house services, providing tailored content, and anticipating customer needs.
For example, AI can be used to recommend restaurants that are likely to be of interest to a particular customer. It can also be used to send personalised emails with deals or promotions.
Improving customer service
AI can be used to improve customer service by automating tasks, such as answering FAQs and resolving simple issues. This can free up customer service representatives to focus on more complex issues and provide better overall service.
For example, AI can be used to create chatbots that can answer customer questions 24/7. These chatbots can also be used to book travel arrangements or solve complaints.
Predicting customer behaviour
AI can be used to predict customer behaviour, such as which products they are likely to buy or which destinations they are likely to visit. This information can be used to target marketing campaigns and improve customer engagement.
For example, AI can be used to predict which customers are likely to be interested in a new travel product or service. This information can then be used to target these customers with marketing messages.
Overall, AI can help travel brands know their customers better than a human ever could. This is a major opportunity in travel and hospitality, where knowing the customer and personalising their experience is such a huge part of what makes a good host. This will inevitably lead to increased customer satisfaction, loyalty, and revenue.