“Personalisation is the main expectation for travellers today, and AI can analyse vast data to provide customised recommendations. AI-powered chatbots and virtual assistants handle customer service inquiries and complaints with quick, accurate, and personalised responses. Additionally, AI advancements streamline the planning and booking process by understanding customer needs and offering tailored travel options, considering user preferences, real-time travel restrictions, and optimal itineraries,” says Ganesh Ramaswamy, chief product and technology officer at Cleartrip, which too has signalled its interest in embracing AI.
Mumbai-based Vinay Mahale experienced this firsthand. The 23-year-old marketing executive planned a trip to Ooty in February with his extended family to celebrate his parents’ 25th wedding anniversary. Using AI chatbots, he found the best flights and deals, selected hotels, and created personalised itineraries, including activities for kids and top-rated restaurants for the older members. “They were essentially personal assistants, saving a lot of time and effort. The only challenge I faced was actually booking the tickets and hotels,” he says.
According to Raj K Gopalakrishnan, CEO & co-founder of KOGO AI, touted as India’s first AI travel expert, common planning challenges in the country include creating detailed itineraries, making timely reservations, and discovering the right places. Budget accommodations are also in high demand. But while travellers often use online platforms to build itineraries, they ultimately book hotels and flights on their own. It prompted him to launch KOGO, an AI-powered concierge, to perform these real-world actions unlike most conversational AI platforms. “While typical chatbots operate on an ‘if-then-else’ workflow, KOGO’s AI agents can book tickets, make online payments, and set reminders, eliminating many frustrating tasks travellers face,” he says.
