The Impact of ChatGPT on the Travel Industry

By Idan Zalzberg

As an online travel company, we are enthusiastic about the potential advancements AI technology can bring to our business and product offerings.

The travel industry is an ideal candidate for AI integration, given the vast amount of information involved in planning, booking, and embarking on trips. Companies like ours possess far more information than the average consumer can manage independently.

We handle substantial amounts of information when users search and book travel-related services with us, when they encounter difficulties, and reach out to our support centers. Let's examine several key areas where GPT can enhance the travel experience:

1. Content Generation: As noted earlier, we have access to a wealth of information, which we can utilize to provide consumers with a better understanding of a location, hotel room, or attraction. By aggregating content from various sources, including our extensive review database, we can present concise, manageable information to users. We can also personalize content to cater to individual interests rather than offering a “one size fits all” approach.
2. High-Resolution Search: Searching for accommodations or attractions can be challenging. Although websites attempt to feature the most relevant filters and options, different people have unique needs. For example, a user might be specifically interested in “hotels with at least four different water slides.” With AI, we can create filters that convert any plain language query into a search within our extensive knowledge base in real time.
3. Customer Support: Swift and accurate support are crucial in the travel industry, especially when unforeseen circumstances leave users stranded. AI can assist human agents by accelerating response times, summarizing issues, and checking options. This ensures that any problem is addressed promptly and effectively.
4. Internal Efficiencies: Our team spends significant time managing information, which often includes manual tasks such as reviewing user-submitted content for offensive or racist material. Automating these mundane yet essential tasks, at least partially, allows us to focus on our primary objective: providing customers with the best travel experience at an affordable price.

These examples represent just a few ways AI can revolutionize the travel industry. Although we are only at the beginning of this journey, we are already thrilled about the opportunities that lie ahead.

Idan Zalzberg is the Chief Technology Officer of Agoda.