How AI is Revolutionising the Tourism and Travel Industry

Explore how AI is revolutionising the tourism and travel industry, enhancing experiences from planning, booking, personalised marketing, and customer service.

Luke Hunt
June 28, 2024
Blog cover image


The tourism and travel industry is undergoing a significant transformation, driven by rapid advancements in artificial intelligence (AI). From enhancing customer experiences to optimising operational efficiency, AI is becoming an indispensable tool for businesses in this sector. This blog explores the various ways AI is revolutionising tourism and travel, providing insights into current trends, benefits, and future possibilities.

How AI is Changing the Travel and Tourism Industry

AI is reshaping the travel and tourism industry in several fundamental ways:

  • Enhanced Personalisation: AI algorithms analyse vast amounts of data to provide personalised recommendations and services, improving customer satisfaction and loyalty.
  • Operational Efficiency: Automation of routine tasks, such as booking and customer service, reduces operational costs and increases efficiency.
  • Predictive Analytics: AI-driven insights enable better decision-making by predicting customer preferences and market trends, allowing companies to tailor their offerings and marketing strategies effectively.
  • Improved Safety: AI technologies enhance safety and security measures, from monitoring travel patterns to ensuring compliance with health protocols during travel.

These advancements are not only transforming how travel companies operate but also how travellers experience their journeys.

The Role of Custom Software Services in AI

Custom software development services play a pivotal role in harnessing AI's potential within the travel and tourism industry. These services involve developing tailored solutions that meet specific business needs, from integrating AI chatbots to creating personalised marketing platforms. By leveraging custom software development, travel companies can ensure their AI applications are seamlessly integrated with existing systems, enhancing functionality and user experience. Furthermore, custom solutions allow for continuous improvement and scalability, ensuring that businesses can adapt to changing market demands and technological advancements.

AI in Travel Planning and Booking

AI is significantly improving the travel planning and booking experience. In February 2023, launched TripGen, a chatbot powered by OpenAI, allowing users to get personalised recommendations on flights, hotels, and other travel services. Following this, major companies like Kayak and Expedia introduced ChatGPT plugins, and eDreams ODIGEO partnered with Google’s Bard. Meanwhile, Airbnb's acquisition of GamePlanner.AI in November 2023 aims to integrate advanced AI features into its platform.

A global report on travellers' use of mobile devices for trip planning revealed that over 20 percent of respondents used AI chatbots for these purposes as of October 2023. However, this usage varied by country, with over 60 percent of U.S. travellers and 40 percent of Indian travellers utilising AI on mobile for planning, compared to less than 10 percent in the UK and Japan.

Hopper, an app based on machine learning algorithms, uses a vast flight database to predict optimal hotel prices and flights, offering users personalised recommendations on the best times to book. Hopper's extensive database, consisting of trillions of historic flight prices and live price feeds, helps provide these recommendations. It has reportedly sold more than $600 million worth of flight tickets since its inception. Hotels and airlines use Hopper's forecasting applications to adjust rates according to consumer demand.

AI in Accommodation Services

AI's impact on accommodation services is notable. Based on a Statista survey, two in ten businesses in Germany and Austria reported using AI in the European accommodation market as of August 2023. Additionally, around a quarter of accommodation facilities in Spain planned to adopt AI within the next six months. AI applications in this area include automated check-ins, personalised room settings, and AI-driven customer service, which enhance guest experiences and streamline operations.

Connie, a robot concierge powered by IBM Watson AI and Wayblazer, uses domain knowledge to answer human queries related to hotel features and local attractions while providing recommendations. Connie employs natural language processing to understand spoken sentences and can move its arms and legs to show directions to guests and express different human emotions by lighting up in various colours. Connie continuously learns from human interactions, improving its capabilities over time, and is particularly useful in ensuring customer safety during the pandemic era.

Personalised Marketing with AI

Personalised marketing is another area where AI is making a significant impact. In a September 2023 study on the impact of AI on destination marketing organisations worldwide, roughly 40 percent of companies believed that AI could highly influence marketing content personalisation. AI algorithms analyse customer data to deliver tailored marketing messages, enhancing engagement and conversion rates. This personalisation extends to recommendations for activities, dining, and local attractions, creating a more customised travel experience for consumers.

Enhancing Customer Service with AI Chatbots

AI chatbots are revolutionising customer service in the travel industry. These chatbots provide instant responses to inquiries, manage bookings, and offer travel recommendations, significantly improving customer satisfaction. As of October 2023, just over 20 percent of global travellers reported using AI chatbots for travel planning. This technology reduces the burden on human customer service agents and ensures that travellers receive timely and accurate information.

AI in Travel Analytics and Insights

AI-driven analytics provide deep insights into travel patterns, preferences, and trends. Travel companies use these insights to make informed decisions about pricing, marketing strategies, and service offerings. AI helps predict demand, optimise pricing models, and improve inventory management, leading to increased profitability and better customer experiences.


AI is undeniably transforming the tourism and travel industry, offering benefits that range from enhanced customer experiences to improved operational efficiency. The integration of AI in travel planning, accommodation services, personalised marketing, customer service, and analytics is reshaping how businesses operate and interact with travellers. As AI technology continues to evolve, its impact on the tourism and travel industry will only grow, making it an essential tool for companies aiming to stay competitive. Is your business ready to harness the power of AI in the travel industry? Contact SovTech today to discover how our AI-driven software development services can help you stay ahead of the curve and deliver exceptional travel experiences.

As seen on FOX, Digital journal, NCN, Market Watch, Bezinga and more