AI Travel Agent
TIMELINE
September 2023 - Sept 2024
TEAM
Sr. UX Designer, UX Manager, Project Manager, Business Development, Engineering, Solutions Architect
OUTCOME
By applying a customer-centered framework and mapping LLM use cases across the travel journey, I collaborated with a major travel company to launch their first generative AI experience (beta), strengthening the partnership and showcasing the potential of conversational AI in travel.
PROBLEM
Based off market research and partner discussions, customers who travel often want to make their journey seamless and enjoyable. Customers may have frustrations with discovering new places to go, finding the best deals, or accessing information when planning to travel. A travel customer wants to easily discover new places and tickets in order to make a decision where to go on their next vacation.
PROCESS
The project began with aligning on partner objectives, customer needs, and current technical capabilities. I developed personas and mapped the end-to-end travel journey from discovery and booking to post-trip to define key use cases for our partner offering. In phase one, I designed a conversational experience on the partner’s surface, iterating on discovery moments, assistant prompts, and personalization features. To ensure accuracy and alignment, I established review cycles with product, engineering, design, and partner teams to validate API integration and experience direction. The next phase focused on testing and customer feedback to refine the experience for launch.
SOLUTION
An AI Travel agent allows customers the ability to discover, plan, and book trips easily through natural conversation. While making it easier to access information and receive personalized suggestions, customers will also be more willing to book with a specific travel company, increasing sales and brand loyalty. Customers have the ability to access the assistant across omnichannel (mobile, desktop, echo show).
