AI reshapes the travel experience
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Trip.comIn a first-time presence at the World Travel Market (WTM) 2023, Trip.com Group has made significant strides in Europe, revolutionizing the role of artificial intelligence in the booking process and claiming a more prominent position in the European travel market.
Held in London last week, WTM served as a platform for Trip.com Group to express its vision of reshaping the travel industry through advanced AI technology and solidifying its position as an emerging key player in the European travel market.
Boon Sian Chai, the Managing Director and Vice President for International Markets at Trip.com Group, took the spotlight at the WTM Technology Summit. He emphasized the pivotal role of AI in transforming the travel sector, enhancing customer service through intelligent chatbots, and elevating overall service experiences. Chai also provided insights into the resurgence of outbound travel from China.
Earlier this year, the introduction of TripGenie, Trip.com Group’s AI assistant, marked a significant leap in the company’s technological offerings. TripGenie has boosted user engagement and conversion rates by personalizing travel experiences and simplifying travel planning. The group has plans to further enhance TripGenie’s capabilities, making it more adept at providing tailored travel arrangements.
Chai stated, “Our AI-driven tools, such as our curated travel lists, Trip.Trends, and Trip.Best, go beyond mere technological advancement. They create a sense of community and enhance the travel experience, adding a personal touch to each journey our customers embark on.”
Chai also highlighted the substantial impact of “Trip.Best,” which has significantly increased traffic and bookings for partner hotels, and the success of “Trip Moments,” which has actively engaged a significant portion of the app’s users in creating and sharing content. The Group’s advances in AI for customer service, known for their accuracy in understanding user queries and high rates of autonomously resolving inquiries, have further solidified their commitment to improving customer interactions.
While still in the growth stage across Europe, Trip.com Group’s booking data reveals a notable increase in travel activity from Europe. The UK, for example, has seen a 67% increase in flight bookings and a 62% rise in hotel reservations from 2022 to 2023, far surpassing pre-pandemic levels with a 604% growth in flights compared to 2019. Similar positive trends are evident in other key European markets, including Germany, France, Spain, and Italy, which collectively have witnessed a 40% rise in flight bookings and a 60% increase in hotel bookings year over year.
Source: Trip.com
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