Discover How Travel Companies Use A.I. to Enhance Your Travel Experience

Table of Contents

1. Introduction
2. How Travel Companies are Using Technology to Improve Services
   1. Facial Recognition Software for Gauging Travelers' Feelings
   2. Virtual Reality Goggles for New Room Layouts
   3. Artificial Intelligence for Understanding Customer Preferences
3. The Shift in Research Methodologies
   1. Product testing Lab at Expedia
   2. Observing Travelers' Online Booking Process
   3. Emotional Tracking Software for Identifying Frustration
4. Affordable Feedback Tools for Small Travel Companies
   1. Usability Hub and UserTesting.com
   2. Importance of Displaying Search Results Based on Customer Preferences
5. Improvements in Website Analytics Software
   1. Using Mixpanel for Analyzing Trends
   2. Customized Messages for Different Customer Segments
6. Systems That Generate Research
   1. MSC Cruises' Virtual Assistant Zoe
   2. Booking.com's Hybrid Chat Bot Booking Assistant
7. The Never-ending Process of Learning and Improvement
   1. Continual Research and Adding New Answers
   2. Incorporating Learning into Booking.com's Offerings
8. Technology-Assisted room design Improvements
   1. Using Virtual and Augmented Reality for Designing Spaces
   2. Cost-efficient Design Adjustments

How Travel Companies are Using Technology to Improve Services

Travel companies are constantly looking for ways to enhance customer experiences and meet evolving expectations. In this digital age, technology plays a crucial role in understanding customer preferences and finding innovative ways to improve offerings. From facial recognition software to virtual reality goggles, travel companies are harnessing the power of artificial intelligence and other emerging technologies to gain deeper insights into customer behavior.

Facial Recognition Software for Gauging Travelers' Feelings

In order to provide personalized services, travel companies like the Expedia Group are utilizing facial recognition software to gauge travelers' feelings. This software tracks and analyzes facial expressions as customers go through the process of booking hotel rooms online. By understanding travelers' emotions, companies can tailor their offerings and provide a more satisfying experience.

The Swiss cruise company MSC Cruises has taken a similar approach by introducing a virtual assistant, named Zoe, in passenger cabins. Zoe is programmed to answer spoken questions and continually improves its responses based on interactions with passengers. By collecting data from guest services desks and staff members, the system is able to understand different accents and provide accurate information to passengers.

Virtual Reality Goggles for New Room Layouts

Virtual reality goggles have become a valuable tool for travel companies to showcase new room layouts without the need for building full-Scale models. Boutique design and research firm, the Geddes Group, uses virtual reality goggles to show hotel executives potential room layouts. This technology allows hotels to Visualize different design options, such as sliding doors for bathrooms or optimizing space for larger showers. By using virtual reality, hotel management can make cost-efficient design adjustments and create spaces that meet customer preferences.

Artificial Intelligence for Understanding Customer Preferences

Artificial intelligence has revolutionized the way travel companies understand customer preferences. Through the use of technology, companies can analyze large amounts of data and gain valuable insights. Expedia's product testing lab, for example, allows researchers to observe travelers' online booking processes. By tracking eye movements and using emotional tracking software, researchers can identify any frustration or issues that arise during the booking process. This information provides invaluable feedback, allowing companies to make informed improvements and enhance the overall customer experience.

The Shift in Research Methodologies

While traditional research methods like product testing, customer surveys, and data analysis are still valuable, there has been a significant shift in how technology and methodologies are combined. Expedia's research lab, for instance, allows testers to go through the online travel purchasing process while their reactions and emotions are recorded and analyzed. This approach provides a more comprehensive understanding of customer behavior and allows for targeted improvements.

Affordable Feedback Tools for Small Travel Companies

The advent of affordable feedback tools has enabled even small travel companies to Gather valuable insights from customers. Platforms like Usability Hub and UserTesting.com allow companies to test different aspects of their products, such as navigation screens, with a sample set of users. This feedback provides valuable information on user preferences and helps companies make informed decisions to improve their offerings.

One small travel company that has benefitted from these feedback tools is Fairness, a startup that helps travelers compare flight prices. By utilizing feedback tools, Fairness discovered the key factors that customers look for in flight options – the cheapest flight, the shortest flight duration, and the best combination of saving time and money. By displaying search results based on these preferences, Fairness was able to significantly improve sales.

Improvements in Website Analytics Software

Website analytics software has evolved to Collect more comprehensive and useful data. Companies like Fairness utilize tools like Mixpanel to analyze trends and demographics of customers. This allows them to target specific customer segments and tailor their offerings accordingly. For example, Fairness can test different messages focused on customers using specific iPhone operating systems or living in certain regions of the country.

Furthermore, website analytics software helps companies track and understand customer actions. For instance, Booking.com uses website analytics to understand customer behaviors like exploring the site, viewing company ads, and booking airline tickets. By harnessing this data, companies can optimize their website and offerings based on customer interactions.

Systems That Generate Research

In addition to traditional research methods, travel companies are creating systems that generate research automatically. MSC Cruises' virtual assistant Zoe collects data from interactions with passengers and continually improves its responses based on that data. The system listens to different accents and ensures accurate understanding of passenger queries. Any questions that Zoe cannot answer are sent to researchers as text, allowing them to add appropriate answers to the system's database.

Booking.com's hybrid chat bot, Booking Assistant, also incorporates learning into its system. By tagging and answering questions that staff members encounter, the chat bot continually improves its repertoire. This hybrid approach, combining technology with human expertise, allows Booking.com to provide accurate and helpful information to users.

The Never-ending Process of Learning and Improvement

For travel companies, the process of learning and improving is continuous. As more people use these systems, the data collected becomes richer and more representative of customer preferences. Companies like MSC Cruises and Booking.com leverage this data to refine their services and provide a better experience.

Luka Pronzato, Chief Business Innovation Officer of MSC Cruises, highlights the never-ending process of learning and improvement. With every interaction, the virtual assistant becomes more intelligent and better equipped to meet passenger needs. Similarly, Booking.com expands its offerings beyond just hotel room reservations, incorporating transportation and leisure bookings. As a result, the chat bot needs to learn and adapt to answer an even wider range of questions.

Technology-Assisted Room Design Improvements

Technology has also had a significant impact on room design improvements within the hotel industry. Large hotel companies are using technology to explore various room design options, ultimately meeting consumer preferences and optimizing space. By utilizing virtual and augmented reality systems, designers can showcase potential room layouts, allowing clients to experience the design space before construction. This technology not only helps hotels save costs but also enables more efficient adjustments to designs based on client feedback.

Prendergast, a design principal at the Geddes Group, emphasizes the openness of clients towards using virtual and augmented reality in the design process. The ability to visualize design options and materials virtually, such as wood or stone floors, has become crucial in meeting client expectations.

In summary, travel companies are embracing technology to improve their services and better understand customer preferences. From facial recognition software to virtual reality goggles and artificial intelligence, these advancements enable companies to provide personalized experiences and make data-driven improvements. Furthermore, affordable feedback tools and website analytics software help companies gain insights and optimize their offerings. As technology continues to evolve, the travel industry will constantly strive to enhance customer satisfaction and stay competitive in a rapidly changing market.

Pros & Cons

Pros

• Enhanced understanding of customer preferences through facial recognition software and emotional tracking.
• Cost-efficient room design adjustments using virtual and augmented reality technology.
• Accessible feedback tools for small travel companies to gather valuable insights.
• Improved website analytics software for better understanding of customer behaviors.
• Systems that generate research automatically, enabling continuous learning and improvement.

Cons

• Potential privacy concerns with facial recognition software.
• Limited personal interaction due to reliance on AI-powered virtual assistants.
• The need for investment in technology and training for staff to effectively utilize these advancements.

Highlights

• Travel companies are using technology like facial recognition, virtual reality, and artificial intelligence to improve services.
• The shift in research methodologies combines technology and traditional research methods for a better understanding of customer behavior.
• Affordable feedback tools and improved website analytics software help small companies gather insights to improve their offerings.
• MSC Cruises and Booking.com are examples of travel companies that generate research through virtual assistants and chat bots.
• Technology-assisted room design improvements using virtual and augmented reality allow hotels to meet consumer preferences more efficiently.

FAQ

Q: How are travel companies using facial recognition software? A: Facial recognition software is used to gauge travelers' feelings and emotions during the booking process, allowing companies to personalize their offerings accordingly.

Q: What role does virtual reality play in the travel industry? A: Virtual reality is used by companies like the Geddes Group to showcase potential room layouts and design options without the need for building full-scale models.

Q: How do feedback tools benefit small travel companies? A: Feedback tools like Usability Hub and UserTesting.com allow small travel companies to gather valuable insights from users, helping them make informed improvements to their offerings.

Q: How has website analytics software evolved in the travel industry? A: Website analytics software has improved in terms of the amount of data it collects and its ability to provide useful insights, allowing companies to optimize their offerings based on customer interactions.

Q: How do virtual assistants and chat bots generate research? A: Virtual assistants like MSC Cruises' Zoe and chat bots like Booking.com's Booking Assistant collect data from passenger interactions and continuously improve their responses based on that data.

Q: How does technology assist in room design improvements? A: Technology like virtual and augmented reality allows designers to showcase potential room layouts and materials, enabling clients to visualize the design space and provide feedback before construction.

Resources:

• Expedia Group
• MSC Cruises
• Booking.com
• Usability Hub
• UserTesting.com
• Mixpanel