Artificial intelligence (AI) is a disruptive new technology that is making headlines around the world. The tourism sector has not escaped this frenzy, perceiving its potential to optimise the customer journey from A to Z while modernising the way it works. From the booking process to marketing campaigns, this tool is revolutionising the entire sector, which is still in the midst of a digital transition. The industry is banking heavily on generative AI, which, according to McKinsey, is expected to generate between $180 and $300 billion in additional annual revenue for the travel industry.
Artificial intelligence has a growing following
No sooner developed than adopted. This seems to be the message of numerous studies on the relationship between tourists and artificial intelligence (AI). It's an invention that has become part of their daily lives, and one that they are comfortable with.
According to a survey conducted by Skyscanner, 44% of travellers rely on AI to plan and research their trips. However, this number fluctuates according to nationality, with the highest rate of adoption in the United States, with 63% of American travellers using AI via their smartphones, while only 11% of French travellers do so.
Nevertheless, the adoption rate seems higher when we look at the results of the survey carried out by OnePoll on behalf of eDreams. It reveals that 73% of those questioned said they were already using AI tools for travel-related tasks or would be interested in exploring them in the future. Unsurprisingly, the adoption rate is highest among the under-24s (86%), although it is rising steadily among the over-65s (43%).
Half of them are also aware of the key role this technology plays in improving online experiences, and strongly appreciate the ease it brings. This feeling of understanding and appreciation is even stronger among the younger generations, with 61% of 18-24 year-olds and 64% of 25-34 year-olds. While not everyone is aware of its presence, 28% say they appreciate its benefits in personalising their online shopping experience.
A customer experience that would also be improved in real life, according to respondents to a survey conducted by Food Service Vision and Food Hotel Tech. 67% of French people believe that personalised recommendations can improve the restaurant experience, including 55% who believe that suggestions for side dishes or drinks can be made to go with the chosen dish. Furthermore, 61% think that...
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