The travel and hospitality industry bore a significant brunt of the impact of the pandemic. In 2020, Asia Pacific, a fast-growing travel sector, was curbed by travel regulations. Long-term plans to improve the industry’s digital capabilities took a hit, with 36% of travel executives saying Covid-19 negatively impacted their digital transformation plans.
As travel resumes to pre-pandemic levels, the travel and hospitality industry is finally recovering. With the sudden surge in demand, airlines and hotels must be prepared to face high numbers of customer enquiries and bookings.
Travellers today are cautious when making an online booking. They must be able to get immediate responses for any of their concerns to ultimately lead them to complete a booking. Airlines and hotel companies today need highly advanced and proficient tools to meet the current and upcoming demands while ensuring excellent customer service.
To close the gap between pandemic concerns and delivering service excellence, digital transformation efforts have been accelerated amongst travel and hospitality brands. Nearly half of travel and hospitality companies surveyed in Asia Pacific say that machine learning and artificial intelligence can help them define new business opportunities, and stay flexible and be ahead of the competition. One of the ways of improving guest experience is through the use of AI chatbots.