Although AI is currently a contentious subject, its benefits are undeniable and its applications are proving to be a valuable tool for how some TMCs deliver their services.
In a recent Travel News poll, 25% of agents who voted said they used AI to source information and improve their travel offering and 75% do not.
As technology advances and customer expectations continue to evolve, travel consultants must adapt to meet shifting demands. One pivotal tool reshaping the industry is ChatGPT, an AI language model developed by OpenAI.
Travel News spoke to agents who use ChatGPT to find out if they think travel consultants should embrace ChatGPT and incorporate it into their approach to enhance their service offerings.
Two agents, who wished to remain anonymous, said they had no idea where to source ChatGPT, how it worked or what it could do for them. “I don’t have time to learn how to use it. I’m busy enough in my job and how is it different to just using Google?”
Harnessing the power of ChatGPT
One travel consultant based in the Eastern Cape shared her experience of how ChatGPT was significantly assisting her with day-to-day tasks.
“I initially thought AI and chatbots were primarily for generating itineraries and brainstorming unique holiday ideas. However, when I registered on ChatGPT 3.5 free, attached my latest company travel policy, and asked it to refine, improve, and fact-check my document with the latest updates, I was astounded. Within minutes, I had a freshly updated travel policy – a task that would have taken me at least a day if I had to source the information on my own,” she says.
She says she was initially concerned about whether it was ethical to modify her policy in this manner but soon realised that the revised travel policy was developed using her input.
“I simply made it better by using an online resource,” she explains.
Odete Jackson, Internal Systems & Operations Manager at Sure Travel, is a fervent ChatGPT user. She downloaded it on her mobile phone and uses it regularly for fact-checking and gathering information.
“I use it several times a day, especially for fact-checking and generating responses. If I need to draft a client response, be it a complaint or any other query, I run it through ChatGPT. It consistently provides a sincere and accurate response, coupled with empathy.”
Jackson highlights that ChatGPT is ideal for language support.
“The travel industry caters to a diverse clientele, and not all clients are proficient in English. With ChatGPT, I can effortlessly communicate in other languages, fostering more inclusive and accurate interactions with foreign contacts.”
Enriching the travel experience
In Jackson’s experience, ChatGPT serves as an invaluable source of detailed and up-to-date travel information. She believes it is transforming travel consultancy by providing efficiency with enhanced capabilities, and proving to be a valuable tool for the modern travel consultant.
“It can offer insights into local customs, popular restaurants among locals, unique activities, airport lounges, and even a list of all the countries that issue eVisas – it’s all at your fingertips. ChatGPT complements the efforts of travel consultants, enabling them to work smarter, not harder, and by harnessing the power of AI, travel agents can stay competitive in our industry while delivering exceptional service, valuable information, and customer satisfaction.”
