In the rapidly changing landscape of the travel industry, artificial intelligence (AI) revolutionizing the way online travel agencies (OTAs) operate by enhancing customer personalization.
Leveraging advanced technologies such as AI enables these OTAs to deliver hyper-personalized recommendations through the sophisticated analysis of vast data sets, AirAsia, a leading multinational low-cost carrier, said in a website post.
This precise targeting of individual preferences and behaviors not only enhances customer satisfaction but also fosters loyalty in an increasingly competitive market, the company said.
“AI-based personalization enables us to offer highly personalized travel experiences by analyzing vast amounts of data to understand individual preferences and behaviors. This technology ensures that we can provide tailored recommendations and services, significantly improving customer satisfaction and loyalty,” Kong Siong Lin, Chief Data Officer at AirAsia MOVE said.
As the travel industry continues to evolve, the integration of cutting-edge technology and the provision of authentic local experiences have become pivotal for OTAs, particularly in the ASEAN region.
Platforms like AirAsia MOVE, Capital A’s travel platform, are at the forefront of this transformation.
With travelers seeking more personalized, inclusive, and meaningful journeys, OTAs must continually adapt and innovate. Leveraging advanced technologies such as AI enables these agencies to deliver hyper-personalized recommendations through the sophisticated analysis of vast data sets. This precise targeting of individual preferences and behaviors not only enhances customer satisfaction but also fosters loyalty in an increasingly competitive market.
So why is this important? Siong Lin explained that potential customers want ideas that are relevant to their past searches, which normally aligns with their general travelling preferences, budget expectations and so on.
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For example, if Aaron, a 30-year-old father of two is planning a trip for his family under a tighter budget, he would be searching for vacations at a lower cost. As an OTA that uses state-of-the-art AI personalization, instead of showing results for an expensive couples’ retreat in Bali or a diving trip in Cebu, the site would instead recommend a family trip to a domestic destination to Kota Kinabalu or Penang instead.
An OTA with ride-hailing services such as AirAsia MOVE’s AirAsia Ride would bring forward an even detailed itinerary that includes airport-to-hotel transfer service, and also tourist attraction suggestions based on the data retrieved from other traveler’s movement patterns. Combined with a rewards program that allows users to immediately redeem vouchers to F&B outlets and entertainment spots and make the most of their trip.
“AI serves as a powerful ally for OTAs, unlocking a treasure trove of insights beyond personalization,” Siong Lin added. “By dissecting user interaction data, we’re not only enhancing operational efficiency but also gaining a competitive edge through targeted marketing and staying ahead of evolving travel trends.”
The AirAsia MOVE app can be downloaded from the Apple App Store, Google Play Store, or Huawei AppGallery. PHOTO CREDIT: AirAsia website.
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