Microsoft has made a significant investment in OpenAI, giving it early access to generative AI technology such as ChatGPT. This partnership has led to collaborations with travel companies like Amadeus. Shane O’Flaherty, Microsoft’s global director of travel, transportation, and hospitality, will discuss these collaborations at the upcoming Skift Data+AI Summit in New York City. OpenAI recently released its latest AI model, GPT-4o, which is now available through Microsoft’s Azure software building platform.
Microsoft’s partnership with Amadeus, a strategic partner since 2021, has resulted in several projects utilizing technology from OpenAI. One project, Nevio, aims to streamline airline sales processes to make them more like shopping on Amazon. Amadeus is also piloting a connection with Cytric Easy, a corporate travel booking platform, that allows users to book business trips using natural language within Microsoft Teams. Other projects with Microsoft include automated airline crew rescheduling and personalized website homepages for passengers.
Marriott Bonvoy has released an AI tool powered by Microsoft Azure’s OpenAI service to assist users in searching for vacation rentals under the Homes & Villas brand. This tool allows users to search for properties based on general prompts in everyday language. Marriott Bonvoy has more than 100,000 listings through Homes & Villas, focusing on the premium and luxury tier of rental homes.
Air India has implemented a generative AI chatbot on its website, which Microsoft claims is the world’s first for an airline. The chatbot, called AI.g, can answer questions on more than 1,300 travel-related topics in four languages and was built using Microsoft Azure’s OpenAI service. The chatbot successfully answers 80% of the airline’s daily questions, with 15% being transferred to human agents for further assistance. It can help with flight bookings, baggage policies, flight status checks, provide suggestions for landmarks and restaurants, and create itineraries for users.
Microsoft CEO Satya Nadella demonstrated how a virtual agent powered by GPT-4o could interact with customers via voice and video, providing personalized recommendations based on customer input. This technology has been utilized in projects with Amadeus, Marriott Bonvoy, and Air India to enhance customer interactions and streamline processes. By integrating generative AI into their platforms, these companies are able to offer more personalized and efficient services to their customers, ultimately improving the overall travel experience.
Through partnerships and collaborations with leading travel companies, Microsoft is leveraging generative AI technology to transform various aspects of the travel industry. By utilizing tools like ChatGPT and GPT-4o, these companies are able to offer advanced virtual agent services, streamline booking processes, and provide personalized recommendations to customers. The implementation of AI technology in travel is revolutionizing the way companies interact with customers, improve operational efficiency, and enhance the overall travel experience.
