Artificial Intelligence Makes Major Inroads With The Travel Industry

11.12.2023 - 16:25 / forbes.com

“Our goal is not to replace our workers, but rather empower them to make them more productive so they can automate certain tasks and focus on providing more value to our customers,” explains Adrian Lopez, who recently stepped into a newly created role as Head of AI for Corporate at Flight Centre Travel Group(FCTG).

Such has been the elephant in the room for concerned personnel throughout the world, in industries both large and small, ever since AI made its way into the workforce. “Will AI replace my job?” they wonder.

Boutique travel agencies think not. “While we believe in AI and are open to leveraging it, we lean into extreme personalization and surprise and delight our travelers, which can never be replaced by a machine,” explains Inspirato SVP Destination Experience, Ashlee Collins. “While ChatGPT and other AI tools can certainly provide a base or supplement an itinerary, it has a long way to go to fully replace human-planned trips.”

FCTG, one of the world’s largest travel management companies, has announced the establishment of an ‘AI Center of Excellence,’ a new global division that will focus on promoting, adopting and integrating artificial intelligence technologies into the company’s corporate divisions, Corporate Traveler and FCM. The company, which is headquartered in Brisbane, Australia, has company-owned leisure and corporate travel business in dozens of countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia.

“Our aim with the AI Center of Excellence is to start implementing AI solutions and tools quickly and in a responsible way,” says Lopez. “The increased focus on AI will first allow us to transform Flight Centre Travel Group and the company’s corporate divisions Corporate Traveler and FCM. As we begin to increase productivity and automate as much as possible with AI, we will in turn be able to further revolutionize the customer experience and look for ways to redefine the future of business travel innovation. By offering more personalized offerings and exploring new ways of booking, we can better serve our clients and deepen our connection with business travelers.”

According to the company’s press release, Lopez and his team will set the overall AI strategy for FCTG’s corporate brands and ensure the company is maximizing the potential around generative AI, while doing so “effectively, responsibly and in alignment with its business objectives.” The specialized team will implement best practices and provide research, support and training around AI, with a focus on improving efficiency and driving value to new and existing clients. They will look to find ways to seamlessly integrate the technology into the