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How AI Is Disrupting Hospitality and OTAs


This article from 16Best details how some hospitality and OTA companies are using AI.

Artificial intelligence is making things more convenient for people in different spheres of living. Starbucks, Taco Bell, Lowe’s and even Sephora are just some examples of brands that are starting to take advantage of the ever-developing AI tech. It is expected that hospitality and travel industries should be no exception and rapidly embrace AI with both hands.

Today we take a look at some of the brands from these industries that are utilizing AI to improve customers’ experience.

Let’s begin with an online travel company.

  • Tradeshift: Tradeshift’s Alexa-like tool, Tradeshift Go, was improved with an AI called Hyper Travel two years ago. Hyper Travel handles routing booking requests to travel agents plus the conversational aspects of Tradeshift Go.

  • Cosmopolitan of Las Vegas: Rose, the AI-powered concierge of Cosmopolitan of Las Vegas, is unparalleled. Guests usually get a calling card upon arrival with “Rose’s number” which they can text. She processes visitors’ queries, suggests entertainment options, and even allows guests to converse with her using voice. Just like Siri or Alexa.

  • KLM and Kayak: With the help of chatbots, KLM sends flight information and boarding passes to its customers on various platforms including Facebook Messenger, Viber, and WeChat.

  • Kayak also uses chatbots. Passengers not only get information on flight delays, they can also get answers to more personal questions like “what are the fun things to do in Italy this holiday?”
  • Henn na Hotel, Japan: This is the first hotel to be fully equipped with robots. The front desk is manned by a humanoid female, an adorable bot dinosaur helps with on-boarding, while porters (also bots) help to move guests’ luggage into their rooms. Pretty impressive, huh?

More brands continue to integrate AI in their systems, like Edwardian Hotels with Edward, 30 Seconds to Fly with Claire, Hilton with Connie, and many more.

For the full list of how 28 brands are using AI, check out this blog post from 16Best.


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