{"id":80771,"date":"2018-12-28T10:45:17","date_gmt":"2018-12-28T09:45:17","guid":{"rendered":"https:\/\/www.voyages-d-affaires.com\/?p=80771"},"modified":"2022-01-14T15:51:50","modified_gmt":"2022-01-14T14:51:50","slug":"artificial-intelligence-travellers","status":"publish","type":"post","link":"https:\/\/www.voyages-d-affaires.com\/en\/artificial-intelligence-travellers","title":{"rendered":"Artificial intelligence for business travellers"},"content":{"rendered":"

Will business travellers one day miss the envelope carefully prepared by their assistant containing the step-by-step roadmap of their trip, including plane tickets and hotel reservations? In any case, this famous envelope will soon no longer exist. Because the assistant in question will be virtual<\/strong>. Intelligent agents, chatbots, concierge robots... Artificial intelligence, or AI for short, is set to radically transform the world of travel management.<\/p>\n

AI in itself is nothing new. It dates back to the Second World War, and the famous machine designed by the British scientist Alan Turing to decipher coded German messages. Long confined to research laboratories, it is now moving into the private sector, supported by the infinite computing power of the cloud and the emergence of new generations of micro-processors. In parallel, the technology has also been widely democratised<\/strong>. With virtual assistants such as OK Google or Apple's Siri installed as standard in smartphones, all users have a form of artificial intelligence in their pocket, in addition to connected speakers such as Amazon's Alexa that are invading living rooms.<\/p>\n

As always, new uses for the general public will spread to the business world with a time lag. But the benefits of artificial intelligence applied to business travel look particularly promising.<\/p>\n

Intelligent pre-trip planning<\/h2>\n

With these new uses in mind, publisher Traveldoo has teamed up with the Ecole Sup\u00e9rieure de Commerce et d'Administration des Entreprises du Tourisme (ESCAET) to describe the journey of the AI-powered business traveller. Even before they travel, algorithmic models will make everyday life easier<\/strong> This will enable the travel manager to concentrate on higher value-added tasks. \"Preparing the trip involves reconciling the rules laid down by purchasing, HR and general services.<\/em>says St\u00e9phane Donders, CEO of Traveldoo. The AI will manage the various possible combinations to comply with the company's policy.<\/em>\"<\/p>\n

Depending on the traveller's status in the company, what are their rights in terms of incurring expenses? Can they travel on a particular airline, in economy or business class? At what fare? Is the destination at risk? AI will make it possible to validate automatically<\/strong> a travel request and anticipate its cost on the basis of the traveller's habits. In its study entitled \"Business Travel 2030\", the publisher Concur (SAP) also believes that predictive analysis will make it possible to anticipate disruptions and adapt the itinerary accordingly.<\/p>\n

Not only will weather forecasts be much more accurate, but a more detailed analysis of social networks will make it possible to assess the possibility of strikes on the basis of how employees feel about them. Another likely development will be holiday simulation, once the system understands that the traveller is in the process of organising a trip via their email or Google search engine. The AI, aware of the traveller's preferences in terms of airlines and hotel chains, but also of the company's policy, will then start to study the traveller's preferences and make recommendations. the best possible scenarios<\/strong>. With knowledge of its user's past behaviour, the AI can even anticipate a trip and select an option on a ticket in order to benefit from better fares. It can also remind travellers that their passport is about to expire, to avoid any inconvenience when they pass through security checks.\"\"<\/a><\/p>\n

During the journey, real-time information<\/h2>\n

AI will also come into its own during the journey. Thanks to voice synthesis, passengers will be able to interact with the machine 24 hours a day, as voice mode is perfectly suited to travellers who are, by definition, mobile. \"Travellers never need as much support as when they're on the move<\/em>\"says St\u00e9phane Donders. During their trip, employees will receive in real time<\/strong> notifications of incidents that could affect their journey, such as flight delays or bad weather at their destination. But AI's role doesn't stop there. Faced with a change in schedule, a chatbot<\/a>In other words, a conversational agent on a mobile phone will fetch the information and suggest alternatives, such as booking a flight on another airline.<\/p>\n

\"In the event of an unforeseen event, stress increases all the more quickly as the employee is unable to obtain precise information from airline or travel agency staff.<\/em>\"observes St\u00e9phane Donders. Understanding a chatbot<\/strong> working from a constrained lexical field, it will be easy for him to deconstruct the sentence \"I want to go to London\". The intention and destination are then unequivocal. On the back-office side, the data collected in real time and cross-referenced with the traveller's itinerary will enable the company to be informed in the event of an employee being put in danger.<\/p>\n

In addition, the bank details will make it possible to monitor expenses directly. To avoid any abuses, travellers will receive an alert if they are about to make a transaction that does not comply with the company's policy. In addition, during the trip, the AI may have very practical functions<\/strong>For example, it can guide passengers through the airport to the baggage carousel, or to the gate of the next flight if they have a connecting flight. The automatic translation function can also prove extremely useful. Who hasn't had the unfortunate experience of lost luggage in an exotic country where the people you speak to don't speak English? Last but not least, AI will make it easier to pass through security checks. With biometrics, the risks of identity theft are greatly reduced. \"However, this requires huge databases on a global scale and complex algorithms to exploit them.<\/em>\"says St\u00e9phane Donders.<\/p>\n

AI will also play a key role in hotels. Before booking, travellers will be able to take an immersive tour of a hotel using a virtual reality headset. To save time, AI should also make it possible to much simpler check-in and check-out procedures<\/strong> and faster by pre-filling in the forms. On site, a chatbot like Phil from Accor-Hotels will inform travellers about the facilities available at the hotel (car park, meeting room, etc.) and the activities to do nearby. In their room, they will find a digital concierge who will use their voice to adjust the temperature or order room service.<\/p>\n

Anton Lissorgues, senior manager in charge of the hotel sector at the French consultancy firm Mazars, also believes in the creation of new businesses. assisted networking<\/strong> in hotels: \"AI can encourage social interaction by bringing business travellers together based on business affinity.<\/em>\"This is one of the avenues explored in the Mazars study \"A game changer in the hospitality industry\". However, Western travellers are less inclined than the Chinese to share their social profile in order to receive personalised service. A reservation that could change with the arrival in business of millennials fed up with social networks.\"\"<\/a><\/p>\n

Simplified expense claims and reporting after the trip<\/h2>\n

Finally, at the end of the trip, AI will above all simplify the management of expense claims by automatically filling in and processing them. This time-consuming task will be accelerated significantly<\/strong>All the traveller has to do is take a photo of the invoice and associate a voice message with it indicating that he has invited his client Mr Smith, from company X, to lunch. In addition, this automation would make it possible to combat fraud by quickly ensuring that the expenses incurred during the trip comply with company policy.<\/p>\n

Artificial intelligence also enhances analysis capabilities. Carlson Wagonlit, for example, has launched a new reporting tool for travel managers, CWT AnswerIQ, which can provide visibility on the equivalent of three years' worth of data, all based on AI-assisted search options and an intuitive learning system.<\/p>\n

Of course, all the promises of AI will only be fulfilled if the use of the data does not infringe privacy rights under the General Data Protection Regulation (GDPR), which came into force on 25 May. There is also the question of data ownership<\/strong>. Do they belong to the company's travel managers, IT department or finance department? None of them, according to Christopher Baker, Managing Director EMEA North at SAP Concur, quoted in the 'Business Travel 2030' report: \"Each individual must be the owner of their own data, including passports, bank card numbers, loyalty programmes and personal preferences.<\/em>\"Business travel operators will therefore need permission from their customers to exchange data.<\/p>\n\n\n\n
\n

Chinese travellers more keen on AI<\/h3>\n
    \n
  • \n
      According to a study by Mazars, which analysed the views of 750 travellers, the notion of artificial intelligence is much more deeply rooted in the habits of Chinese tourists than Western travellers. For only 31 % of Western travellers, the presence of one or more services using artificial intelligence has a positive influence on their choice of hotel (41 % of the French and Germans, 25 % of the Americans, 16% of the British), compared with 75 % for the Chinese.<\/ul>\n<\/li>\n
    • \n
        In the top 3 of services using artificial intelligence that are popular with travellers, we find personalised recommendations for activities close to the hotel, virtual reality for an immersive tour of the establishment and rates adjusted in real time. Applications that facilitate social interaction within the hotel and robotic room service come next. On the other hand, 'connected room' features are the number one expectation of Chinese travellers.<\/ul>\n<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
        \n

        AI, an opportunity for hoteliers<\/h3>\n

        In successive waves of technology, the hotel industry has undergone major upheaval over the last ten years. It has had to face up to the advent of online booking platforms such as Booking and Expedia, and then of shared accommodation with Airbnb\".These new players have deprived hotels of their direct relationship with the customer<\/em>says Anton Lissorgues, senior manager and leader of the hotel sector at Mazars in France. AI can enable them to regain control through a better understanding of the end customer's expectations. The more data a hotelier has, the more personalised its service will be.<\/em>\"If this ultra-personalisation is not yet a discriminating criterion, it will be tomorrow. \"A customer could, for example, choose between a fully automated service or a more human service.<\/em>\"adds Anton Lissorgues. According to him, hotel groups are still only at the experimental stage, \"but if they don't start now, they won't be able to catch up.<\/em>\"In this context, the major hotel groups have the resources to invest and a mountain of data at their disposal, giving them a competitive advantage.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>","protected":false},"excerpt":{"rendered":"

        From travel arrangements to expense management, from chatbots to digital concierges... 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