Travelers want better service, AI agents make it possible

The travel and hospitality industry has shifted dramatically in recent years. Today’s guests expect more than a bed or a flight; they want fast, personal, and helpful experiences on every channel, in their own language. That’s a tall order for hotels, airlines, and travel companies, which face seasonal demand, staffing constraints, and pressure to grow revenue.

There’s a bright side: AI agents offer a way forward. The best ones act as digital concierges, stepping in to help guests get what they need, when they need it. Done right, they make customer experiences feel more personal and more responsive, not less.

And that’s why, instead of treating service as a cost center, travel and hospitality companies are using automation to deliver better guest experiences, while also improving efficiency and revenue.

The hospitality experience gap (and how AI agents can close it)

Today's travelers demand tailored recommendations that enhance their stay, meal, flight, or experience, but travel and hospitality companies often struggle to provide a VIP experience. 

Seasonal spikes in reservations stretch staff thin

Holiday travel, school breaks, and major events often trigger a wave of reservations and guest inquiries. To keep up, contact centers rush to bring on seasonal staff, many of whom have limited industry experience and little time for training. As you’d expect, service quality takes a hit, wait times increase, and your human agents become overwhelmed.

AI agents help absorb that volume. AI-powered agents handle routine booking modifications, FAQs, and concierge requests. As a result, your human team has more time to focus on high-value conversations that actually need a personal touch.

Language barriers often limit service quality

International travelers generate over $1.5 trillion in hospitality revenue each year, but most contact centers can’t support guests in more than a handful of languages. That gap leads to slow, frustrating interactions for non-English speakers—and missed opportunities for businesses.

But it’s possible to translate conversations in real time, which makes seamless multilingual service possible. It enables AI agents and human staff to communicate naturally in 30+ languages, breaking down barriers and delivering a consistently high-quality experience to every guest.

Guests expect high-touch service

Today’s travelers want quick, helpful answers without having to jump through hoops. But when support teams are overloaded, guests get stuck in queues, response times lag, and frustration sets in. And there’s an obvious fallout: negative reviews, lost bookings, and lower brand trust.

AI agents help close that gap. They deliver fast, accurate responses to routine questions around the clock. This means no wait times and no added headcount. That means guests get the smooth, high-quality experience they expect, every time.

Missed upsell opportunities cost hotels millions in lost revenue

Guests who accept upsell offers generate over 14% more revenue per booking, according to Mirai. But in busy contact centers, those opportunities often slip by. Agents are focused on resolving issues quickly, not scanning for upgrade potential.

AI agents don’t miss the moment. They proactively suggest relevant upgrades—like better rooms, added experiences, or premium packages—right when guests are most likely to say yes. As a result, you’ll see higher revenue per booking, without adding pressure to your team.

Fragmented guest data blocks true personalization

Guests expect to have experiences tailored to their preferences. Salesforce data shows that 65% of customers expect companies to adapt to their preferences, but 1 in 6 say most companies treat them like a number. 

Without centralized, real-time access to guest preferences, hotels miss big chances to enhance engagement. Parloa enriches CRM data with every interaction, ensuring staff have up-to-date insights on guest history, preferences, and behaviors, leading to more meaningful and personalized service.

How Parloa delivers the guest experience today’s travelers expect

From long wait times to missed upsells, hospitality providers face mounting pressure to do more with less—without compromising service quality. That’s where Parloa comes in.

With Parloa’s AI agent management platform (AMP), travel and hospitality providers can streamline operations while creating the kind of experience guests actually remember. This way, you’re not just reactively solving problems. Instead,  you’re actually making every interaction feel effortless and personalized.

Here’s how:

• Frictionless 24/7 AI reservations & modifications: Your AI agent can manage new bookings, upgrades, cancellations, and changes through natural, intuitive conversations.

• Service in 30+ languages: With Parloa’s Parloa’s Real-Time Translation (RTT), AI and human agents can speak your guests’ language fluently. In turn, this reduces confusion and lowers the number of handoffs. In other words, multilingual customer support for travel has never been easier.

• Upsell when it counts: The AI agent can identify the right moment to suggest upgrades, packages, or experiences, and in turn, boost revenue per booking without added pressure on your team.

• Built-in personalization: Every guest interaction enriches your CRM in real time, helping you deliver smarter, more tailored experiences that drive loyalty.

Trusted by some of the biggest names in travel

Parloa isn’t just built for better guest experiences; it’s trusted to deliver them at scale.

When International Airlines Group (IAG) needed to raise the bar on service across markets, it turned to Parloa to power real-time translation, AI-assisted support, and smooth automation. That partnership earned Parloa IAG’s Best Innovation in Customer Service award—recognition for making complex customer interactions faster, more consistent, and more human.

That’s not all. One of the world’s largest online travel agencies evaluated 14 AI providers to modernize its support operations. Parloa stood out for its ability to convert service interactions into revenue, using upsell prompts and CRM enrichment to improve both guest experience and business outcomes.

Tourism leader TUI saw similar results. By using Parloa to scale multilingual support and reduce response times, TUI improved overall service quality and strengthened loyalty across key markets, helping it secure its own customer service innovation award.

As you can see, Parloa has been recognized by some of the world’s most influential travel companies for its ability to transform customer interactions into business value.

AI agents that elevate the human experience

Ultimately, great hospitality is still about the human experience. The challenge is delivering it at scale, across languages, time zones, and unpredictable demand. That’s where Parloa makes the difference: not by replacing the human touch, but by extending it.

With Parloa, travel and hospitality providers set a new standard. Conversations feel natural. Service feels personal. And every interaction becomes an opportunity to build loyalty and grow revenue.

Book a demo to see our platform in action.