Generative AI use cases for consumer travel

While the research, shopping, and booking interfaces take center stage, several other use cases stand out on the consumer side

The world is grappling with the implications of generative artificial intelligence as the landscape evolves at a rapid pace. New models and product launches are appearing almost daily, while a parallel ecosystem of services is flourishing.

Key takeaways

• Customer Service: Generative AI has become a leading tool in customer service. For about a year, Expedia has been using generative AI to automate customer service call summaries and reduce costs. Similarly, Airbnb has used it to help agents navigate 70 different user policies;
• Summarization: One of the most powerful applications of generative AI is summarization, as it can quickly read and accurately summarize text. Tripadvisor uses this technology to create hotel summaries from its vast collection of travel reviews, helping travelers find the most relevant information;
• Accessibility: While there are existing methods for speech-to-text and translation, travel companies are beginning to incorporate generative AI into their offerings.

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