How the Travel & Hospitality Industries Use Artificial Intelligence

Nov 10, 2022

If you’ve ever visited an airport, you’ve probably wondered how AI works for them. From customer service to revenue management to security and staff clearance, AI is revolutionizing the airport experience. In this article, you’ll learn more about how AI can help airports make the most of their data. And if you’re curious about how AI can help you, keep reading. There are many benefits to using AI for airports, so you’ll want to read this article!

Customer Service

AI can be used to increase the efficiency of airport customer service by automating tasks. AI software can process unstructured text and natural language, classify customer emails, and extract routine information. Another method of automating customer service is chatbot development. Many airlines have begun to enhance customer service with AI chatbots to help passengers with everything from booking flights to tracking their baggage. AI chatbots are becoming an integral part of the customer experience, and the technology can help airline agents better understand their customers and anticipate their needs.

AI systems can provide real-time responses and improve over time by data assimilation. They can also interact with human customer service reps by analyzing questions and formulating personalized responses. In addition, AI systems can collaborate with human customer service representatives to make the experience more personalized and improve customer satisfaction. They can even work with customers on the phone, ensuring that both parties have an excellent experience. However, airports should be cautious when using AI in customer service. Firstly, there are still many customers who appreciate human interaction as part of their experience, and AI chatbots need careful implementation to ensure they can cover most inquiries.

Additionally, errors or an inability to resolve the issue may occur, and a human attendant will most likely be required for some time to oversee the use of AI in customer service. Businesses do not want to provide a sub-par customer experience and receive negative public reviews.

Revenue Management

Automation of revenue management can free up time for revenue managers to focus on higher-value activities, such as understanding price and demand. The revenue manager can use intelligent automation to automate tactical pricing, allowing them to concentrate on higher-value activities. Artificial intelligence can also help managers spot outliers and improve revenue assurance. Revenue management can be expensive and time-consuming, but with the right tools and resources, revenue managers can save time and money by leveraging artificial intelligence.

In today’s hotel environment, less than thirty percent of hotels use a revenue management system—even fewer use intelligent pricing automation. Hotel operators often don’t distinguish between tactical and strategic business planning and don’t see the need for automated pricing. As a result, revenue managers are often skeptical of artificial intelligence-powered pricing solutions. However, with the right technology, revenue managers can improve their efficiency by up to threefold.


AI has the potential to improve airport security drastically. It has the potential to identify risky behaviours, such as those involving drugs or weapons, without relying on human intelligence. Humans can only evaluate behaviours at a particular point in time, but AI can gather data from various sources, allowing it to analyze multiple aspects of behaviour. Because AI can identify risky behaviour from many angles, it can be a powerful tool to enhance airport security.

AI and machine learning systems can help airports better assess threats, identify unauthorized behaviours and improve screening processes. AI can help identify threats before they happen and alert airport responders to these potential risks. These technologies are useful both inside and outside the airport. They can increase the speed of threat detection and monitoring and can be easily incorporated into broader airport systems. Analyzing data and tracking resources with AI can significantly improve security and safety.

Staff Clearance

Increasingly, regional airports are looking to improve their staff clearance processes using AI. AI and biometrics go hand in hand. According to tech specialist SITA, 77% of airports are planning major biometric ID management programs in the next five years. Facial recognition is a mainstay in the field and has already been used to scan passengers at major airports. By analyzing employee behaviour and data, AI can help airports predict potential dangers and prevent incidents before they occur.

In addition, the AI system will be able to detect security threats before hiring employees. For example, it will look for violent or criminal records and continue to look for changes once the individual is hired. This way, airports can better serve their passengers and enhance their operations. Ultimately, this will improve the efficiency of airports and increase profits. And, because the technology is so versatile, it is affordable for any size airport.

Implementing Digital Transformation

The bottom line is that the future of AI has arrived. In order to achieve business success in the near future, Article Intelligence and Machine Learning are going to be required. The data and information is at the fingertips of business owners and managers.

However, there is a technological gap to be leapfrogged. How can a business quickly implement IT solutions to bolster their brand presence? It is becoming more imperative with time that a business provides quality customer experiences for each customer, lead or prospect.

If you’re looking for the right resources to add to your team and increase your technical capabilities, MALTO Group can help! We are experts in Project Management and Staff Augmentation, with an extensive network of IT professionals who can help consolidate and enhance your business’ digital operations. Get in touch today at 1-833-625-8647 or visit us at

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