One quarter of travel operators yet to implement AI

Travel industry set to increase investment in tech stacks in the year ahead with AI the priority for technology budgets

Booking and reservation systems and mobile and apps were in joint second place this year.

Nearly half (42%) of those surveyed plan to increase AI investment by 10% over the next 12 months, whilst a further 16% will increase investments by as much as 50%.

In a similar vein, when it comes to travel operators investing in their online presence, AI once again takes the lead.

Over a quarter are investing in AI chatbots, 21% in booking platforms and 18% in content and social media platforms

The most popular benefits of AI are highlighted as improved customer experience (24%) and reduced operational costs (also 24%) and whilst the increased investment plans are good news for the travel technology sector, the stats suggest  many operators are adopting an ‘approach with caution’ stance and are firmly in the research and testing phase before committing to extending their tech stacks with the addition of AI.

When asked about the current level of adoption across their business, nearly a third (30 per cent) stated they are currently testing and conducting focus groups internally with key customers, whilst a quarter (25 per cent) have not implemented AI yet.

From the data, the biggest concerns of AI are cited as quality and accuracy of content produced at 31%, data privacy and security or cyberattacks at 15% and keeping pace with development on 14%.

Nimet Sayeed, event director, said, “It is encouraging to see travel companies continuing to plan for increased investment in technology platforms and solutions over the year ahead. 

"AI continues to claim the budget top spot, but perhaps more interesting to note is the commitment to investing in research around it. 

"Unquestionably AI is accelerating at pace and whilst many operators are keen to keep up, they are also focused on taking the time to ensure the tools they do select are the best fit for their business model, operations and, crucially, their customers. 

"Whether that be as booking assistants, or to support customer service, marketing and reporting to name just a few applications."

She added: "This year’s TravelTech Show programme has been developed to ensure both operators and suppliers will have the opportunity to place themselves firmly at the forefront of the latest AI developments for the travel industry across a two-day agenda of speakers, conferences and networking sessions. 

"Visitors will not only be able to further their understanding of its challenges but more importantly identify where and how it can also provide solutions to deliver improved guest relations, enhanced data insights, and increased bookings and revenue.”