abandonment rates . As O ’ Flaherty explained , “ These agents aren ’ t your typical chatbots ; they ’ re tailored to proactively engage customers , learning and adapting at each stage .” Hornick reinforced the significance of predictive AI in delivering efficient , anticipatory service that enhances the guest experience without sacrificing the human touch .
A case study from Mobi , which uses AI to help travel sellers improve trip planning , showcased how its platform leverages intent-based search to reshape travel planning , creating personalized itineraries tailored to each guest ’ s preferences . By integrating diverse data inputs , such as maps , images and user preferences , the platform aligns its travel recommendations with the needs of each user . This proactive approach to AI enhances the guest experience by anticipating and meeting travelers ’ needs in real-time .
As Klaus Kohlmayr , chief evangelist and development officer at revenue management company IDeaS , said , “ With AI , we ’ re not just automating processes ; we ’ re delivering a richer , more responsive experience that learns from each interaction , improving the guest journey in ways we couldn ’ t before .”
The Generative AI and the Business of Hospitality panel , from left : moderator Michael Frenkel , president , MFC PR ; Chris Hemmeter , cofounder and managing director , Thayer Ventures ; Jess Petitt , SVP commercial strategy , insights & analytics , Hilton ; George Roukas , president , Gaipan ; and Shane O ’ Flaherty , global director , travel , transportation & hospitality , Microsoft .
A panel focused on revenue management featured , from left , moderator Kelly McGuire , managing principal , hospitality , ZS ; James Bishop , VP ecosystem and strategic partnerships , Siteminder ; Cindy Estis Green , co-founder and CEO , Kalibri Labs ; Klaus Kohlmayr , chief evangelist and development officer , IDeaS ; Chinmai Sharma , global head lodging , ground and sea , Sabre .
PERSONALIZATION AT SCALE One central theme at the summit was AI ’ s capacity for personalization , where leaders explored how tailored AI responses can create |
individualized guest journeys . Through the strategic use of large language models , or LLMs , brands can leverage guest data to enhance stays with specific recommendations and targeted services . The approach demands |
a careful balance , noted George Roukas , president of Gaipan . “ The Holy Grail of a ‘ connected trip ’ is still aspirational ,” he said . “ AI will play a crucial role , but we ’ ll need to address privacy challenges to make it feasible .” |
Though the promise of personalized experiences is appealing , it will require responsible data usage within regulatory boundaries , particularly as AI increasingly relies on guest data to drive |
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Jan / Feb 2025 hotelsmag . com 65 |