Around one fifth of the 134 European buyers polled believe that by 2022, bots, Blockchain and alternative realities such as AR and CR will “significantly improve booking, saving time and money”, but more than half claim it will have minimal to no impact on the industry over the next three years.
Artificial intelligence (AI), gathers the most faith in the industry with 12% believing it has the potential to revolutionise the industry by 2022.
One quarter feel it will “significantly enhance the traveller experience”, and 39% think it will have little or no impact.
Despite the apparent nonchalance surrounding new technology, two thirds of those polled claim its survival will depend on innovation and 30% believe it will be through evolution.
“When built and used correctly, chatbots can transform customer service, increase efficiencies and even help companies to save and make money,” says We Build Bots founder Paul Shepherd, who is taking part in a panel session about bots at Business Travel Show.
“Multinational airlines and online travel sites would offer a competitive advantage if they were to offer a full integrated chatbot using AI and machine learning combined with customer service agent support in order to deliver a 24/7/365 intuitive service.”
The survey is part of the Business Travel Show’s Travel 2022 theme. To find out more about the show and to register to attend, visit businesstravelshow.com