TUI is exploring the possibility of generative artificial intelligence (AI) by integrating ChatGPT into its smartphone app. An initial trial has been launched on the TUI app in the UK, capping off what three TUI tech engineers and the app product teams first started as a tech experiment. Customers who use the new feature receive helpful comments regarding vacation spots and tailored suggestions for excursions, activities, and attraction tickets.
The app will offer a more honed and pertinent shortlist of descriptions, photographs, and links for suggested experiences based on the quantity of detail the consumer offers about the type of experience they desire, such as culinary activities, adventurous excursions, or museum visits. Then, customers can use the mobile app to make direct experience bookings on tuiexperiences.com.
“Technologies such as generative Artificial Intelligence are influencing our lives and TUI is embracing the opportunities this provides. ChatGPT technology can help to simplify processes and services for customers or make information more easily available. Our goal is to be a leader in the use of new technologies and to actively shape the future of tourism.”
Sebastian Ebel, CEO of TUI Group
The addition of ChatGPT to the mobile app is a part of TUI’s effort to integrate AI elements into every aspect of the company. TUI’s strategy is to develop internal competencies across the company while collaborating with its strategic cloud partner AWS and other third parties. To lead the endeavor, TUI has built an internal AI Lab that serves as an open platform for all TUI employees to receive training, support, and direction. To promote a deeper comprehension of the difficulties and opportunities presented by AI for TUI and the travel sector, ChatGPT training was recently established.
“Generative AI is starting to change the way customers are searching and interacting with TUI. We continue to test new technologies that bring benefits to our customers and employees. We can build on our vast experience with machine learning and artificial intelligence which is already integrated within our technology platform. This pilot will give us important insights to further develop the feature.”
Pieter Jordaan, Member of the Group Executive Committee & Chief Information Officer of TUI Group
Additional trials are also being conducted with generative AI tools for post-holiday customer support, automated knowledge base analysis to help contact center teams, content language translation, and other tools that help TUI technology teams with coding and testing.
Customers utilizing ChatGPT on the TUI mobile app can rest easy knowing that their personal information is never shared. Additionally, developers have put policies in place to prevent abusive answers. The feature is a pilot, thus input is always being gathered to make sure TUI standards are always being followed.
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