From Legacy Tech to AI-Powered Travel Experiences

The travel industry is undergoing a transformation as artificial intelligence (AI) paves the way for innovative solutions to longstanding complexities. At The Phocuswright Conference, a Bridge session explored how next-generation travel technology is reshaping customer experiences through AI-powered tools.

Panelists included Mike McGearty, CEO of Meili, Damian Scokin, CEO of Despegar, and Ross Veitch, CEO of Wego Group. They discussed how generative AI enhances customer recommendations, automates tasks, and improves product reliability, ultimately simplifying the travel experience.

“Travel is still too complicated, but AI-powered systems can tackle pain points across the journey,” said Veitch. McGearty highlighted the role of large language models (LLMs), saying, “They improve analytics, security, and operational efficiency, benefiting both businesses and customers.”

Cost-saving efficiencies from AI tools, such as Despegar’s Sophia AI assistant, directly enhance customer interactions. “Sophia integrates visual components, enabling richer, image-driven experiences for travelers,” Scokin said, noting its monthly interaction rate of 200,000.

McGearty emphasized the need to replace outdated legacy systems with AI-driven solutions. “It’s more than a superficial update. We must address fundamental tech challenges to truly delight customers,” he stated.

The session, moderated by Pete Comeau of Phocuswright and Siew Hoon Yeoh of Northstar Travel Group Asia, underscored how AI is transforming travel companies’ ability to innovate and deliver seamless experiences. As the industry embraces new technology, AI promises to create a future where travel is more efficient, personalized, and enjoyable for all.

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