Consumers unperturbed by introduction of AI in travel, study finds
The majority of consumers are indifferent to the growing role of artificial intelligence (AI) in travel planning, a new study has found
A survey of more than 700 cruise passengers revealed that most aren’t yet prepared to make bookings and interact exclusively with AI customer service.
The study, carried out by online cruise specialist cruise.co.uk, found that 60 per cent of respondents are indifferent to AI’s growing role, while 32 per cent expressed a preference for human interaction.
The majority who had concerns regarding AI’s limitations said they were less likely to book as they want personal contact, with almost 80 per cent stating they prefer to deal with human travel agents who “better understand individual travel needs”. Meanwhile, 10 per cent don’t trust AI to handle important details of their booking.
Just 8 per cent of respondents are more inclined to book with AI. The majority, 47 per cent, say this is based on an expectation that smart technology will make the booking process faster and more efficient. 23 per cent feel AI will offer more convenient, personalised recommendations and 24/7 customer service.
Tony Andrews, managing director of cruise.co.uk said: “It’s clear that customers remain cautious about AI. If it’s going to be further introduced by travel brands, they evidently need to proceed with caution and ensure as much feedback and opinion is collated before doing so.
“AI technology can allow a faster, more efficient service, but the human touch is currently irreplaceable when it comes to complex bookings and personalised customer care. Our survey clearly suggests that technology should at present complement a more personalised service.
“At cruise.co.uk we will continue to invest in both AI-driven solutions and our team of dedicated travel experts, to ensure every customer gets the best of both worlds.”
