One of three innovative breakout sessions, “The Impact of AI on the Customer Journey” explored how Artificial Intelligence is changing how guests find and engage with hotels and how the next-generation of commercial strategists should align with consumer demand and leverage AI to drive performance. On leveraging AI: “Don’t just fully trust in it. We do have critical minds and we need to use them, so remember to ask why and play the long game.” - Sathya Krishnamurthy, Chief Product Officer, Milestone and Kari Ambrosius, CHDM, Senior Marketing Manager, JC Resorts #HSMAICSC24 #HSMAI
HSMAI Korea
1mo
Congratulations from HSMAI Korea
There is no doubt that Generative AI has transformative powers. The question is: will people use some new futuristic entry points to access genAI-provided travel information, or stick to brands that they are familiar with? In my view, the vast majority of travelers will stick to brands they have brand affiliation with. Ex. genAI-powered voice assistants like Google Assistant, Apple's Siri and Amazon's Alexa, as well as chatbots on OTA and major travel supplier sites. As a depository of static information, genAI is ill-prepared to handle the dynamic pricing and perishable inventory availability in travel. Therefore any travel information or itinerary suggested by genAI, has to be powered by real-time ARI (Availability, Rates and Inventory) aggregators and tech platforms. OTAs are well prepared to make bookable any AI-suggested itinerary with their 2.5 million multi room accommodation establishments, 6 million vacation rentals, 600 airlines, 250,000 local experiences, etc. So are the major travel suppliers for their own inventory: airlines, accommodations, cruises, car rentals.