Abstract
Innovative communication and information technologies have dramatically upgraded service ecosystem right from information search, product-mix offerings, product delivery, feedback etc. In travel industry, artificial intelligence, cloud computing and machine learning technologies etc. have increased interaction & transparency across a business network; improved service personalization & interaction and perform various functions through descriptive, diagnostic, predictive and prescriptive analytics. Digitisation tools such as Internet of Things (IoT), Artificial Intelligence (AI), Virtual Reality (VR) and Augmented Reality (AR), Mobile check-in apps, AI-powered chatbots etc. have simplified the traveller decision-buying process, reduced cost and increased organization’s resilience to innovate product and service offerings. It has improved customer experiences- beginning with an online travel agency, a virtual tour search engine, buying tickets online, checking in at destination, sightseeing, checking out and returning home safely. Travel sector is benefitted with enhanced competitiveness, increase in the scale of information impact, improved financial efficiency, reaching new audiences, more visibility of brands, ease in customer acquisition & retention and exploration of new tourist products. To accelerate the growth and its intensive percolation, there is a need to place worker well-being, ethical considerations in development of intelligent interactive system and consider research and innovation on continuous & sustainable manner.
Keywords: Artificial intelligence, Cloud computing, Machine learning.
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