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Digitalization of Travel &
Tourism in India
ndia has always been a land of travel. suggesting hotel and room options. These
A few recent surveys have revealed conversations can then be analysed using
Ithat India has some of the world’s most machine learning to understand customer
digitally-advanced travellers, who use demographics, profiles, and preferences,
smart devices and technologies more and and derive data-driven insights. Travel
better than their global counterparts. They agencies can use this information to better
use voice search to research their travel customise itineraries and experiences for
destinations, smart phones to book tickets, travellers.
social media to share their experiences, Well-personalised services can lead
and online check-ins and digital boarding to greater consumer satisfaction and
passes to avoid the queues at airports. repeat transactions. Travel portals are
The evolution of consumer behaviour and increasingly employing AI and automation
the travel industry is a cyclic process, each to improve the user interface and user
contributing to the other. experience. Some rail travel portals, for
Today’s consumers seek hassle-free, instance, employ accurate location-based
personalised experiences at every stage algorithms to predict the arrival of trains
of their travel journey; and with so many and to map train and bus routes. This
choices for every kind of service, their allows travellers to easily plan and switch
brand loyalties are fragile. The only way for between the two transportation modes
players in the travel and tourism industry when making reservations.
to survive and succeed is by delivering When it comes to airlines or hotels, AI
outstanding experiences at every consumer enables customers to easily select and
touchpoint. This is where emerging compare tariffs and relevant offers for
technologies – as they are commonly the various combinations of travel dates.
referred to– will have an increasingly They can also be automatically notified of
important role to play. cheaper alternatives available.
Several international airlines, for instance, Social-media listening tools are useful for
have started using artificial intelligence business to gauge consumer sentiment
(AI) to deal with social media inquiries, before, during and after their travel. If a
and virtual reality (VR) to offer a preview traveller shares their experience on social
of the cabin space and on-board facilities. media, the listening tool can analyse the
Similarly, hotels and travel companies intention and the context behind the post.
are designing VR-based websites and This can help the businesses to take the
apps to offer customers a virtual walk- necessary actions – such as providing
through of hotels and nearby attractions. additional information, suggesting
AI can deliver digital interactions that more options that meet the customer’s
are conversational and personal. Online requirements, offering them a discount on
travel agencies like Yatra, MakeMyTrip their next trip, improving specific aspects
and Goibibo have introduced customer of their service, and more – to deliver an
service chatbots that respond to user even better customer experience.
queries. Chatbots are also used around Using Big Data and Machine Learning,
the world for making reservations and
