How AI Is Helping This Travel Agency Maximize Response Time

Over the last six months, Hidar Elmais has been implementing artificial intelligence at his travel agency, Travel Gurus. So far, the results have been overwhelmingly positive.  

“At Travel Gurus, we’re transforming the travel experience by blending human expertise with cutting-edge AI technology,” Elmais told TMR.

Travel Gurus is an award-winning Alberta-based agency with offices in Alberta and Calgary. Elmais leads a team of travel specialists, combining their experience and knowledge with the latest technological innovations – like AI – to offer clients the best service possible.

“We use AI behind the scenes to assist our team in research, rapid decision-making, and adapting to changes, ensuring that our clients get the support they need, wherever they are in the world,” Elmais explained. “Our team is our greatest asset, and we equip them with AI to provide exceptional service – fast and reliable.”

Best AI uses for travel agencies

There’s been a lot of buzz around AI over the last couple of years – some positive, and some negative. TMR’s own Artificial Intelligence white paper looks at how the technology is reshaping the travel industry, including on the agency side.  

For Elmais, AI is a powerful innovation that stands to change how agencies function. 

“Travel companies that integrate AI smartly will be better equipped to handle the fast-changing landscape of the industry,” Elmais told TMR. 

Instead of relying on consumer-facing tools like ChatGPT, Travel Gurus uses AI-powered solutions created specifically for his business.

“We’ve partnered with developers to create a tailored AI interface for our own internal team. This AI system helps with real-time research, client communication, and identifying trends in the fast-evolving travel industry,” he said.

Elmais has also used AI to predict and manage travel disruptions, and has integrated AI-powered chatbots and other customer service automation tools. These enhancements have allowed the agency to respond to situations quicker, while also freeing up the team to focus on more complex tasks and situations. 

“AI excels at tasks that involve data processing, research, pattern recognition, and automation. For instance, AI can assist with booking, research, identifying trends, and managing logistical details. It’s also great for real-time updates on travel conditions or disruptions,” he said.

Since implementing AI, Travel Guru has seen a significant reduction in response time, as well as an increase in customer service. 

“We’ve seen an over 50% improvement in response time for handling client inquiries and a 30% increase in closing our leads so far when we just started this system 6 months ago. AI has also helped us in predictive analysis, leading to better planning and forecasting for our business well into the future,” he said.

Predicting how AI will change the travel industry

TMR’s AI white paper found that early adopters of the tech were benefiting from automating routine tasks like administrative work, while also enhancing customer service with functions like dynamic pricing insights and optimizing routes for multi-leg trips.

Elmais believes this usage will continue in the travel advisor industry – blending AI’s efficiency with human expertise.

“AI should not replace the human touch in areas that require empathy, complex decision-making, and nuanced judgment,” Elmais told TMR. “Agency owners should avoid using AI for tasks that involve deep emotional intelligence, like handling sensitive client issues or offering personalized travel advice that requires human understanding.”

Elmais warns that issues can arise when using AI without an adequate understanding of its limitations and best uses. He recommends training to ensure staff know how to use the tools properly. 

“If your team doesn’t understand how to integrate AI into their workflows or doesn’t know how to use it to its full potential, it can end up creating more inefficiencies than it solves,” he explained. 

As time goes on, AI will become more sophisticated. For the travel industry, that means better tools for anticipating clients’ needs and understanding travel preferences. Right now, the technology is limited when it comes to complex customer service tasks, like dealing with flight disruptions – but this is likely to change. 

One thing that won’t change? The need for a human touch. 

“The key to success will always be in how agencies balance the power of AI with the human expertise that makes travel planning so unique and personal,” said Elmais. “Travel companies that integrate AI smartly will be better equipped to handle the fast-changing landscape of the industry.”