The Impact of AI in Travel

June 22, 2023
Group of friends laughing with a sunset in the background.

The travel and tourism industry has seen tremendous growth in recent years. From UNWTO, international tourist arrival is projected to reach 80% to 95% of pre-pandemic levels this year. With advancements in technology and the rise of the internet, travel and tourism have become more accessible to people around the world. And with the advent of artificial intelligence (AI), the industry is set to transform in ways that were previously unimaginable. In this blog post, we’ll explore how AI is transforming the future of travel and its ROI (Return on Investment).

What is AI?

Before diving into the impact of AI in tourism it is beneficial to know what it is in general. From Google’s definition, artificial intelligence is a field of science concerned with building computers and machines that can reason, learn, and act in such a way that would normally require human intelligence or that involves data whose scale exceeds what humans can analyze

Uniquely, AI is creating a new future with travel to provide travelers new experiences in different ways.

A robot hand and human hand pointing at each other.

Computer science and human intelligence work together

Personalization and Customization in Travel

One of the major ways that AI is transforming travel and tourism is by providing personalized and customized experiences to travelers. Travelers prefer to experience a custom and unique trip rather than doing a typical pre-scheduled trip tour. AI-powered travel platforms can analyze customer data, such as travel history, preferences, and social media activity, to recommend personalized travel packages and itineraries. This can lead to increased destination visitors, higher visitor satisfaction, and improved conversion which in turn impacts ROI.

For instance, a hotel or resort could use AI to analyze customer data and personalize their offerings, such as room selection, dining preferences, and even activities. For example, a few Edwardian hotels in the UK offers an AI chatbot service for guests to help with any of their needs such as reservations and directions for local restaurants and events.

AI could also be used to provide personalized recommendations for local experiences, such as tours, events, and attractions, which could increase customer engagement and spend.

A group of friends standing, looking at a tablet and planning their trip.

Planning a trip digitally in real-time

Enhanced Customer Service

AI is also transforming customer service in the travel and tourism industry. Chatbots, for instance, can provide instant support and assistance to travelers, answering questions and providing real-time solutions to visitors. This can improve the customer experience, reduce wait times, and even lower customer service costs.

In addition to chatbots, AI-powered voice assistants and virtual reality (VR) platforms can also enhance customer service by providing immersive and interactive experiences. For example, a VR platform could allow travelers to preview their hotel room or tour a destination before they book, improving their confidence in their purchase decision.

Efficient Travel Operations and Cost Reduction

AI can also streamline operations and reduce costs in the travel and tourism industry. By analyzing large amounts of data, AI can optimize operations such as inventory management, staffing, and pricing strategies. This can result in more efficient and cost-effective operations, which impacts ROI positively.

For instance, AI can optimize airline routes and schedules, reducing fuel costs and increasing efficiency. AI could also be used to automate repetitive tasks, such as check-in and baggage handling, reducing labor costs, and increasing productivity.

Delta airlines created Parallel Reality that allows passengers (up to 100) to view their own personalized ticket details, terminal, and directions on a single screen above at the same time. This allows passengers to retrieve their information efficiently and accurately to navigate the airport easier. 


In conclusion, AI is transforming the travel and tourism industry in a multitude of ways. From providing personalized experiences to streamlining operations and reducing costs, AI has the potential to impact ROI positively. As technology continues to evolve, it will be interesting to see how travel and tourism companies leverage AI to enhance their offerings.

Facial recognition technology used on a man.

Related article: Future of Facial Recognition Technology

Chillwall AI are creators of a superhuman concierge helping visitors to discover new travel experiences without searching.

Chillwall AI has developed AEVI (AI-Enabled Voice Intelligence), an emotionally intelligent ‘superhuman’ Digital Concierge. AEVI personalizes decision-making to turn interests into intent. Interpreting an individual’s mood, AEVI matches this data to the user’s location and time of day to recommend activities aligning with their interests and desires.

Current products include: Travel Concierge: personalized two-way engagement to convert lookers into bookers & Health Concierge: Chillwall AI is from the world’s epicenter of AI innovation comes AEVI – SuperHuman Concierge.

Visit to learn more.

Author: Christopher Libardo

You Might Also Like