AI Won’t Replace Travel Agents, But It Could Change How They Work
The Travel Agents Association of India (TAAI) marked World Tourism Day with a special session on artificial intelligence, focusing on how travel agents can use AI to streamline operations, personalise customer service and shift from working harder to working smarter.
The session featured keynote presentations by Yossi Fatael, Chairman, IATA & Aviation Matters, and Vice President, UFTAA; Suyash Gupta, Director, Travel Bureau and Co-founder, Travverse.ai; and Hari Ganapathy, Co-founder & CEO, Pickyourtrail. The session was moderated by Sunil Kumar, President, TAAI.
A key message emerging from the session was that AI is unlikely to replace travel agents, but can act as a productivity tool when deployed effectively. The speakers demonstrated how different AI models can be used to automate repetitive tasks, helping agents save time and focus on client acquisition, business development and higher-value services.
Agents can train AI with their own expertise
The session also highlighted the importance of building proprietary knowledge databases. Travel agents can train AI tools using their own destination expertise, product knowledge, client preferences and operational information, allowing the technology to generate more relevant and customised responses.
Such databases can be continuously updated and used to respond to routine client queries faster. Speakers also pointed to the potential of AI-enabled knowledge systems to reduce the time and resources spent repeatedly training new employees, potentially improving operational efficiency and margins.
AI brings real-time personalisation
Another area highlighted was itinerary personalisation. With AI tools becoming increasingly capable of processing customer requirements and travel information in real time, agents can create more customised itineraries and respond to enquiries faster.
The speakers emphasised that AI can function as an always-on support tool, assisting agents beyond conventional working hours while allowing human agents to retain control over client relationships and final decisions.
Kumar also addressed queries from agents during the session, particularly around practical applications of AI in day-to-day travel business operations.
With several AI courses and workshops now available online, the session also urged travel professionals to exercise caution when selecting training programmes. Experts advised agents to choose certified and credible courses to ensure they gain practical knowledge and make effective use of AI tools in their businesses.
Shreya Bansal is a reporter at TravTalk India, covering the travel and tourism industry. She brings a keen eye for emerging trends, trade developments, and the stories shaping the travel landscape. Through in-depth reporting and on-ground insights, she connects industry stakeholders with news that matters. Beyond travel, Shreya has a growing interest in the premium lifestyle space, particularly the world of fine jewellery and is eager to explore the craftsmanship, culture, and commerce that define luxury living.