Digital to enhance travel experience
The quite recent launching of Google Trips is a great opportunity to share the vision about the future steps of travel experience digitalization we have at Trive.
Google Trips, the digital travel guide
The new product from Google enhances the travel guide experience by making it digital and tailored-made. You can select the experiences that best fit your wishes among tons of suggestions.
Once, you selected experiences you want to live and you sent information about your trip, the application summarizes everything on a single page. Even offline, you can access information such as your flight details or stories about places you plan to visit. It makes your overall travel experience way smoother allowing you to fully enjoy your time on site.
This is one more step to a fully digital travel experience.
Just like Google, many companies are trying to improve the global travel experience to make it as fluid and easy as possible. To make it possible, a range of recent changes and innovations in the digital field have to be integrated to travel offers. Let go through the main ones to try to imagine the future of travel.
Messaging as a customer service.
In recent months, messaging services such as Facebook Messenger have become a hot topic. They enable companies to perform customer service in a whole new way. Companies can now offer genuine and tailor-made customer service at an affordable price.
This year, Lola Travel raised $19.7 million to reshape the way travel agents work. Travel agents at Lola use a messaging system to discuss with their clients instead of phoning them for hours. This way, the client has a lot more information about each offer and does not need to be fully focused during the whole booking process.
Bots discussing like human beings.
Another huge thing which is developing jointly with messaging services is bots. Human beings answering through messaging services are replaced by bots which can answer faster and at a cheaper price to simple questions.
For instance, Destygo, a French Startup, develops one of these bots and sells it to travel agencies. That way, the customer can access a lot of information really easily such as travel and offer ones. Using these bots, it is also possible to book services. Travel agencies become easier to access.
It is no longer a pain for the client to get in touch with the agency.
Machine Learning to understand each client.
Today, a huge quantity of data about travel is generated each day. Machine learning algorithms can process efficiently all this information to spot preferences of each individual. Thanks to the knowledge about preferences, the best offer for each client can be automatically highlighted. Instead of visiting tons of websites and scrolling them for hours, customers will be able to go to a single website that knows his tastes and needs to provide him with the best possible offer. That is what wayblazer provides to travel agents and other travel services retailers.
Structuring of travel verticals to have an overview of the entire available offer.
On each vertical of the travel market some key players are now aggregating most of the available offer making possible a clear overview of it. These players are Booking.com, SkyScanner or Le Taximetre. Using information given by these services, it is now possible to offer a real door-to-door experience without any human intervention. A digital platform can now aggregate all services you need for your trip. A single interface enables you to book your whole trip.
Now, let’s imagine the future of travel
Knowing these innovations, we can try to figure out what will be the travel experience of the future. A super Travel Agent who knows you perfectly, who is always able to provide you with the best offers available but only the ones that perfectly feet your needs. This agent must also be available at all time and you should be able to contact him using any device you want.
This agent will probably be… a machine.
Our goal at Trive: Developing this ideal travel agent for professional going to trade shows.
Obviously, that is a long term purpose and it still requires a lot of work, innovation and development. A more realistic target in the short run is to focus on a niche market where the range of required services is narrower.
This is our strategy at Trive. First step, we develop a web-platform that delivers all services trade show exhibitors and visitors need. Second step, we will add a messaging service to support our customer service with a mix of human intervention and bot automation. Finally, we plan to add a layer of artificial intelligence to improve the relevance of all offers we highlight.