There was a time when the travel industry used to be represented on the high street. You’d actually talk to travel advisors who would help you find a flight or hotel. But then the industry went digital.
Now we’re getting back closer to the human touch, ironically thanks to artificial intelligence. The NYT highlights how bots are helping travel assistants help you navigate around a new city, and hotels are trialling robots as concierges. The article also points to a growing ecosystem of startups that are accompanying the major tech players in the charge for this new generation of cognitive applications.
What does this mean for other service industries? Can we see the same moves towards using technology to redefine customer experience?