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Numerous travel companies have launched chatbots and AI-powered virtual assistants over the past several years. Travel startups, suppliers and intermediaries have sought to capitalize on the popularity of messaging platforms and voice interfaces such as Amazon’s Alexa and Google Home. From simple bots on Slack or Facebook Messenger to AI-powered apps targeting end-to-end travel planning, chatbot technology is playing a growing role in travel planning. However, some of these early efforts proved to be more frustrating than helpful. If a bot failed to understand a request or had limited capabilities, frustrated travelers would reach a dead end. Several chatbot startups found a way to turn these limitations into a feature rather than a bug.Analyst: Cathy WalshTopic: Technology InnovationResearch Type: Report
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Along with the rise of social and smartphones, messaging apps have become a favorite way for travelers to communicate. Tech advancements in messaging and voice are harnessing artificial intelligence to make travel planning easier and more personalized. This report examines how U.S. online travelers use social media, chat apps and voice-powered tools and services to facilitate their travel planning, shopping, booking and sharing.Analysts: Mark Blutstein, Douglas QuinbyTopics: Mobile, Technology InnovationRegion: U.S. & CanadaResearch Type: Report
Several years have passed since the initial burst of excitement over chatbots. Hailed as a cost-effective, personalized solution for marketing, customer service and sales, chatbots were suddenly on the to-do list for travel companies across segments. Platforms like Facebook Messenger and Slack made it easy for travel companies to launch simple chatbots, and many did. But once travelers had a chance to kick the tires, it became clear that there were many things chatbots and AI couldn’t do (yet). Not even giants like Facebook were immune to the fading enthusiasm.Analyst: Cathy WalshTopic: Technology InnovationResearch Type: Report
In the previous three Phocuswright articles (Artificial Intelligence for Travel, Neural Networks, and Speech Recognition and Natural Language Processing), of this 4-part Artificial Intelligence series we described the components, processes and disciplines of Artificial Intelligence (AI). The intent of this 4th (and final) paper is to discuss the opportunities for the effective use of AI in the travel business. One of the startling findings in the research for this paper is the significant growth in the use of AI without a lot of fanfare. AI applications will define much of how travel will be shopped, distributed and experienced in the next decade. In this paper, we will attempt to recognize some of the opportunities for AI in travel as well as highlight a few of the suppliers in the AI travel space.Analyst: Bob OffuttTopic: Technology InnovationResearch Type: Report
The hype around Artificial Intelligence (AI) is staggering. It’s difficult to pick up a technology publication today without seeing some reference to AI, but what does it mean for the travel industry? Drawing on a series of mini-case studies and related interviews with both AI technology providers and users, this article provides concrete examples of how AI is adding value to the travel industry, and how it will continue to do so in the near future.Analyst: Bob OffuttTopic: Technology InnovationResearch Type: Report
Each year, Phocuswright publishes an annual “trends” report that discusses the most significant technology-driven issues or developments that will shape travel distribution in the course of the year and beyond. This year we incorporate the views of our extended analyst team, who are industry experts in a range of areas. This paper features introductions to more in-depth discussions on these topics that will be published throughout the remainder of this year.Analysts: Bob Offutt, Robert Cole, Michael Gerra, Cathy Walsh, Hollis Thomases, Michael Coletta, Norm RoseTopic: Technology InnovationResearch Type: Report
Consumers worldwide are embracing chat and messaging at an astonishing rate, and this is fueling an explosion in the use of apps such as Facebook Messenger, WeChat, iMessage, WhatsApp and others. This trend is extending into the travel category, where brands have a significant opportunity to leverage chat and messaging to provide more streamlined, personalized services, and to generate meaningful operational efficiencies. This report explores the use of chat and messaging in travel, including analysis of the top messaging apps used by travelers, and the potential for text-based customer service, travel planning, shopping and booking.Analysts: Michael Coletta, Mark BlutsteinTopic: Technology InnovationSegment: Hotels & LodgingRegion: U.S. & CanadaResearch Type: Report
Quickly advancing technology, along with rapid adoption of and reliance on smartphones, has significantly impacted many aspects of U.S. consumers’ day-to-day lives. Travel is no exception, and in fact represents one area that has been dramatically transformed by the Internet, mobile devices and a range of online tools and services. Based on a comprehensive survey of U.S travelers’ device ownership, attitudes and behavior, this report series examines the ways in which consumers integrate technology throughout the travel life cycle – from trip planning, shopping and booking, to the actual travel experience.Analysts: Mark Blutstein, Douglas QuinbyTopics: Technology Innovation, MobileRegion: U.S. & CanadaResearch Type: Report
As we will describe in this report, conversational interfaces are an example of AI-first technology. Their defining capabilities are in the natural language processing (NLP) algorithms that enable users to interact with the machine the way they would with another human. The main goal of this Innovation Edition article is to provide you with both a background on the technology and an analytical framework that can support the design of customer experiences enabled by conversational interfaces.Analyst: Gabriele PiccoliTopic: Technology InnovationRegion: U.S. & CanadaResearch Type: Report
By necessity, corporate travel planning considerations include the interest of the company and the preferences of the traveler, the two of which are not necessarily in perfect alignment. To streamline the process and reduce the complexity of corporate bookings, travel suppliers and intermediaries are utilizing new advances in technology. Technologists in the travel space have set their sights on one of the last frontiers of human-computer interaction: natural language processing (NLP) and artificial intelligence (AI).Analyst: Christian KameirTopic: Technology InnovationResearch Type: Report