Generative AI is an emerging technology that some travel companies are exploring for future use. Sabre, a technology provider to the global travel industry, has been encouraging its employees to experiment with this technology.
Sabre recently launched its first generative AI product for hotel operators, Concierge.AI, which was developed as part of an internal innovation competition. The tool is designed to answer hotel operators’ questions about Sabre’s products without the need for a phone call. It uses generative AI to access all training materials for Sabre’s hotel software products and provide answers to the hotelier’s questions.
The tool has been beneficial in reducing the number of calls and call time, as it allows hoteliers to self-help or assists call center agents in providing answers. The accuracy rate of the tool’s responses has improved from 75% during the prototype stage to 93% at the time of release.
Sabre’s innovation competition, known as G-Blitz, encourages employees to develop and pitch a product within one of three categories. The latest competition saw participation from 40 teams and over 200 participants. Winning teams are rewarded with credits towards items in an employee gift catalog.
Scott Wilson, president of Sabre Hospitality, hinted at future advancements for Concierge.AI. The tool could potentially complete tasks for the customer rather than just providing information. Some hotels have expressed interest in licensing the product as a guest-facing tool.
Source: skift.com