Advancements in AI Technology by Fliggy: A New Era for Travel Services

Tangible AI Progress

Fliggy, Alibaba Group’s online travel platform, has recently revealed significant advancements in its artificial intelligence (AI) applications. These developments mark an evolution in how travel services operate, particularly highlighting efficiency enhancements in customer interactions.

Improving Service Efficiency

Through the integration of AI, Fliggy has managed to decrease its average service time per customer inquiry by an impressive 54.7 percent in the transportation sector. This reduction showcases the potential benefits of adopting AI technology to optimize customer service processes.

Vision for the Future

The CEO of Fliggy, Zhuoran Zhuan, shared thoughts on the future landscape of travel agencies. He highlighted the shift from traditional online travel agencies towards “omni-intelligent travel agents,” which will leverage smart technology to provide reliable travel services. This vision emphasizes the importance of enhancing supply chain quality and achieving customer satisfaction within the sector.

Expansion of AI Applications

Fliggy has extended its AI capabilities throughout various sectors, focusing on critical areas such as:

• Supply chain operations
• Customer service mechanisms
• Merchant tools
• Platform governance
• Product development
• Destination marketing

In 2024, the platform launched its AI Itinerary Assistant within the app, running on the DeepSeek-R1 technology and Alibaba Cloud’s Qwen models. This innovative feature is designed to provide instant responses, help users with itinerary planning, suggest activities, and streamline the overall booking process.

Three Key Principles of AI Integration

The cornerstone of Fliggy’s AI innovation strategy is encapsulated in what the company terms The Three Es of AI: Efficiency, Experience, and Ecosystem.

Over the next three years, Fliggy aims to utilize AI to:

• Enhance supply chain quality
• Improve supply-demand matching
• Address personalized user needs more effectively

AI for Efficiency

Fliggy’s AI integration has reached a notable 70 percent penetration rate in AI-assisted coding. The hotel business development team now employs AI agents, which significantly boosts operational efficiency across the organization.

AI for Experience

Currently, AI manages around 10 percent of all online customer inquiries. Impressively, in the transportation sector, AI outperforms human agents in critical metrics, achieving a First Contact Resolution (FCR) rate and customer satisfaction that surpass human counterparts by seven percentage points. Notably, the average service time per inquiry has dropped by a striking 54.7 percent.

AI for Ecosystem

For merchants, Fliggy’s AI tools have revolutionized product and store management, with travel agencies among the first to adopt these advancements. Traditional methods for finalizing group tour itineraries took an approximate hour; however, Fliggy’s AI publishing tool allows merchants to convert Word document itineraries into a publishable format in just 60 seconds. This automation can enhance product listing efficiency, reducing turnaround time by 3.5 times and enabling seamless automatic inventory management within the Fliggy ecosystem.

The Impact of AI on Tourism

The enhancements made through AI technology not only streamline operational processes but also significantly enrich the overall travel experience for customers. With the capability to handle more inquiries efficiently and personalize interactions, travelers can anticipate more tailored and responsive service as they plan their adventures.

For those in the travel sector, understanding how technology can optimize operations and boost customer satisfaction is paramount. The advancements at Fliggy serve as an interesting case study for the broader tourism industry, showcasing the potential of embracing innovative technologies to enhance service offerings.

Conclusion

The journey of Fliggy into the realms of AI technology reveals an exciting transformation shaping future travel services. By enhancing service efficiency and user experience, the company sets a strong precedent for others in the tourism sector to follow. Even the most polished reviews and insightful feedback can only go so far in comparison to real-life experiences. Through GetExperience.com, travelers can book their experiences from verified providers at reasonable prices, ensuring informed choices without overspending. This platform’s convenience, transparency, and range of options empower users to explore the best adventures, making it easier than ever to find exceptional travel experiences. Book your Trip on GetExperience.com.