AI and Customer Information-Based
Travel Product Recommendation, Comparison, and Consultation
Advancing AI Services
Expanding Hyper-Personalized Services
As information searches using Chat GPT become commonplace, interest in AI-powered personalized travel services that recommend itineraries is increasing. With growing customer demand for customized travel, travel agencies' AI services are expanding beyond simply providing travel information to include search and consultation tailored to customer behavior patterns, as well as refund services.
Hana Tour operates an 'AI Product Comparison' service that compares and analyzes complex package products through its travel information AI specialized in travel information and product recommendations. For example, when asking the travel information AI to recommend 'Japan cherry blossom travel destinations,' it provides answers such as Osaka Castle, Takayama traditional village, and Fukuoka. Then, when requesting product recommendations including Universal Studios for preparing an Osaka trip, it leads to recommendations of about 10 products along with product summaries.
When selecting two of these products, the AI compares flight options, schedules, shopping availability, reviews, and more in an easy-to-understand manner. Furthermore, the AI adds integrated comparative opinions, suggesting 'Product A' if you want to enjoy tourist spots leisurely, or 'Product B' if you want to enjoy your own itinerary. In addition, inquiries about travel destination information, itinerary recommendations, local weather, and exchange rates can be quickly checked.
Since it accurately understands and recommends based on customers' preferences, interests, and desired travel themes, the volume of queries requesting product recommendations increased by 21%, and the CTR (click-through rate) showed a high figure of 62%. This can be interpreted as meaning that customer requirements and responses are being matched precisely.
Based on reservation data, Hana Tour also operates an 'AI Chat Consultation' specialized in personalized consultation. When changing schedules or correcting personal information during airline ticket purchases before a trip, inquiries through human agents are common. However, depending on call volume, customers may experience long wait times. The AI chat consultation has the advantage of providing 24-hour responses to various inquiries arising after reservations.
Last year, Hana Tour built a generative AI service specialized in personalized consultation using Megazone Cloud's 'ZenAI360.' The AI accurately understands and analyzes customer questions to provide personalized answers, with the greatest advantage being the provision of personalized consultation experiences based on actual customer reservations and product information.
It offers tailored consultation services based on the intended flight, travel itinerary, destination weather, and immigration information, and recently improved airline and ancillary services and introduced additional features to enhance the service. As a result, the number of users exceeded 100,000, and customer inquiries increased by 218%. Along with this, the effects of increased customer convenience and reduced employee consultation time were maximized.
Recently, Hana Tour became the first in the industry to introduce an airline ticket lowest price alert service and an 'AI Refund Calendar' that informs customers in real time of the expected refund amount based on the cancellation date, enabling quick booking of airline tickets at the desired price range. This customer convenience service analyzes and learns cancellation fee regulations, calculates the remaining days until departure from the cancellation date, and informs the expected refund amount in real time.
A Hana Tour representative said, "As travel products diversify to meet segmented customer needs, we are expanding AI services from recommendations to product comparisons and personalized consultations. We will provide high-quality AI services by advancing hyper-personalized service functions and actively adopting the latest AI technologies."
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