Travel agencies are increasingly adopting artificial intelligence (AI) tools to compete with industry giants like Expedia and Google. These agencies aim to enhance the expertise of human travel planners with AI solutions. For instance, Fora utilizes an in-house tool called Price Drop, which tracks price reductions in previously booked flights and accommodations, allowing agents to offer clients better deals. Similarly, Embark Beyond has developed an AI-powered tool tailored for ultra-high-net-worth clients, providing personalized destination suggestions and alerts for new offerings. As consumer comfort with AI increases, major online platforms are also integrating AI to automate services, assist with customer queries, and streamline trip planning. A report noted that 52% of hospitality customers expect generative AI to play a role in their interactions. However, experts warn against overreliance on AI, emphasizing the importance of maintaining genuine human connections to avoid alienating customers. For more insights, subscribe to the PYMNTS AI newsletter.
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