How Artificial Intelligence is revolutionizing the travel industry

Call centre trends for 2021

Artificial intelligence (AI) is the ability of a digital computer or computer-controlled robot to perform tasks commonly associated with intelligent beings. The term is frequently applied to the project of developing systems endowed with the intellectual processes characteristic of humans, such as the ability to reason, discover meaning, generalise, or learn from experience. Since the development of the digital computer in the 1940s, it has been demonstrated that computers can be programmed to carry out very complex tasks—such as, discovering proofs for mathematical theorems or playing chess—with excellent proficiency.  The travel industry always welcomes new technologies and adopt digital technology trends. The travel service providers and travellers are eager to make their travel experience more enjoyable and hassle-free.

Methods and goals in AI

Symbolic vs connectionist approaches

AI research follows two distinct, and to some extent competing, methods, the symbolic (or "top-down") approach and the connectionist (or "bottom-up") approach. The top-down approach seeks to replicate intelligence by analysing cognition independent of the brain's biological structure regarding the processing of symbols—whence the symbolic label. On the other hand, the bottom-up approach involves creating artificial neural networks in imitation of the brain's structure—whence the connectionist title.


At a very high level, artificial intelligence can be split into two broad types: narrow AI and general AI. As mention, narrow AI is what we see all around us in computers today: intelligent systems that have been taught or have learned how to carry out specific tasks without being explicitly programmed how to do so.

This type of machine intelligence is evident in the speech and language recognition of the Siri virtual assistant on the Apple iPhone, in the vision-recognition systems on self-driving cars, or in the recommendation engines that suggest products you might like based on what you bought in the past. Unlike humans, these systems can only learn or be taught how to do defined tasks, which is why they are called narrow AI.

Strong AI, applied AI, and cognitive stimulation

AI research attempts to reach three goals:

  • strong AI applied AI or cognitive stimulation.

  • Strong AI aims to build machines that think. The term strong AI was introduced for this research category in 1980 by the philosopher John Searle.

  1. AI is to produce a machine whose overall intellectual ability is indistinguishable from that of a human being.

  2. Applied AI, also known as advanced information processing, aims to produce commercially viable "smart" systems—for example, "expert" medical diagnosis systems and stock-trading systems. Applied AI has enjoyed considerable success, as described in the section Expert systems.

  3. In cognitive simulation, computers test how the human mind works—for example, theories about how people recognise faces or recall memories. Cognitive stimulation is already a powerful tool in both neuroscience and cognitive psychology.

The Role of AI within the Travel Industry

The capacity for artificial intelligence to perform tasks that have traditionally required human cognitive function has made it especially useful for those in the travel industry because deploying AI can save businesses time and money while potentially eliminating human error and allowing tasks to be performed quickly, at any time of the day.

Most hotels and resorts rely heavily on delivering excellent customer service to build their reputation, and AI technology can assist with this in a wide variety of different ways. For example, artificial intelligence can improve personalisation, tailor recommendations and guarantee fast response times, even in staff absence.

Artificial intelligence has advanced to the point where it is used regularly to assist and communicate with customers, 'learning' from each of these interactions and improve future interactions. Moreover, AI can help with tasks like data analysis, calculations and problem solving, all of which can be valuable to hotel owners.

Role of AR in Travel apps

AR does, alters and enhances people's perceptions of their physical surroundings when seen through a particular device. Pokemon Go became the first widely popular augmented reality game. But instead of just another game, this AR application brought players out into the street and made them move and travel a lot.

Thanks to the commercial success of Pokemon Go, it became evident that the market is ready for innovation and implementation concerning augmented reality.

AR is highly beneficial for travel app development, and it is a valuable tool for businesses and marketers. It allows them to transform the way customers observe their surroundings. AR-based travel apps quickly engage customers with their interactivity and render an immersive user experience.

Role AI within the Travel Industry

The role of artificial intelligence within the business world has increased dramatically over the past decade. The last few years, in particular, have seen much more widespread adoption in the travel industry. Below, you find three of the most significant ways the technology is currently being deployed.

  1. Chatbots and Online Customer Service

  2. Face-to-Face Customer Service

  3. 3.Data Processing and Data Analysis

Advantages of AI in the travel industry

AI offers a bundle of benefits to the travel industry. AI in travel and tourism makes the traveller experience comfy and convenient. From predicting travel choices and personalisation to trip planning, AI handles everything seamlessly.

  1. Personalised Trip Planning
  2. According to market reports, 30% of travellers use smartphones or systems to plan their upcoming trips. And, 50% of travellers are not bothering about a guide for their trips as smart travel apps guide them in their entire journey. A smart AI-powered travel app can plan according to your choice, whether it is a romantic or adventurous trip. Various brands are investing in AI in travel and offering personalised services to their customers as per their needs.

  3.  Better Customer Experience
  4. Artificial Intelligence is reforming the travel industry is primarily helpful for helping travellers online. This application of AI in travel focuses on providing an improved experience to travellers. Compared to offline services (i.e., human-based), intelligent Chatbot offers 24*7 customer services. It can respond to traveller queries quickly and provide recommendations.

  5. Data Processing and Analysis
  6. AI in travel helps to collect and analyse the user's data. This analysis will be helpful for travel agencies to find customer pricing preferences. The AI-powered systems can read customer reviews and analyse what they need. So, it reduces the time in tracking customer preferences and assist in generating more leads. Thus, AI helps businesses to increase conversion rates.

  7.  Improved Productivity
  8. Many travel agencies are using artificial intelligence to reply to queries instantly and automatically. For instance, AI Chatbot in airlines helps passengers in finding flights at low prices. Hence, airlines can use their employees in doing other innovative tasks that need human intervention.

  9. Brand Management
  10. When a user wants to know about a company, they will search online to check its reviews. Online customer reviews always play a vital role in expanding the brand name. Negative comments can harm the brand. Artificial Intelligence in travel helps companies to monitor customer reviews or comments on social media platforms. It allows businesses to track their brand in the market automatically. In particular, using Artificial intelligence in travel, hotels/airlines can reply to negative comments and analyse the market trends. In addition, they can also analyse customer requirements. It helps travel agencies to improve the brand, sales, and revenues of the businesses.

  11. Dynamic Pricing
  12. If you repeatedly search for a flight or hotel for booking, you might experience a price hike. So, customers won't prefer to book tickets at very high prices than usual. Here, AI-powered dynamic pricing tools help you better. Using predictive analytics, the tools analyse prices offered by competitors faster and quotes reasonable prices. Such a strategy might be helpful for travel agencies to catch more customers. These are the few benefits that AI offers to the travel industry. Now, we will look at the significant AI trends for the travel industry in 2021.

AI Trends in the travel industry

  1. AI-powered travel apps offer travel mapping to guide travellers and help them to reach tourist places as they planned

  2. AI in the travel industry makes digital conversations smoothly with virtual assistants. AI virtual personal assistants can book tickets and hotels with just voice commands.

  3. AI-based progressive web mobile apps to give offline access for booking tickets and sending push notifications about trips.

  4. The travel and tourism companies will increasingly use AI and ML technology in 2021 to offer personalised holiday packages to customers.

  5. AI encourages cashless card payments for ensuing hassle-free payment modes while booking tickets.


Artificial intelligence in travel has slowly transformed the industry. Being a travel guide, AI mobility solutions making users' trips enjoyable. Provide a blissful trip experience to customers through end-to-end travel supporting apps. We at CogentHub provide innovative quality services for all your Business Process Management outsourcing requirements. Partnering with us will significantly improve your productivity and keep you ahead of the curve. 

About the Author

Swarbhanu has completed his post-graduation in Applied Geology from Presidency University, Kolkata, India. His key areas are Content writing and Research Work. He is in this industry for one year. His areas of interest include Structural Geology, writing, Rock Climbing and Trekking, Painting and Playing Guitar.