How digital concierges could reshape loyalty, service, and competition in travel
Sep 19, 2025
The travel industry is rapidly moving toward an AI-driven future where digital agents act as personal travel planners, concierges, and service providers. OpenAI chairman Bret Taylor argues that AI will not only replicate but potentially elevate high-touch experiences, pushing travel brands to adapt quicklyโor risk being left behind.
Key takeaways
- AI as the new travel agent: Taylor sees AI agents taking over the role of traditional travel advisors, shaping everything from trip planning to in-destination experiences.
- Voice and multimodality matter: Future interactions will go beyond text chat to include voice, multimedia, and video, making AI service more natural and engaging.
- Cost reduction and loyalty gains: AI can dramatically lower the cost of personalized service, enabling more frequent, tailored customer interactions that strengthen loyalty and lifetime value.
- Opportunities for intermediaries: OTAs and platforms like Expedia, Booking.com, and Airbnb are well-positioned to thrive if they integrate AI effectivelyโbut face disruption if they lag.
- Consumer adoption is outpacing brands: With AI tools like ChatGPT becoming mainstream at record speed, travel companies must move faster to meet changing traveler behavior.
- A pivotal moment for leaders: Taylor compares the current shift to the early days of the internet and smartphonesโthose who act decisively now could define the next era of travel.
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