2025年准许起飞：AI赋能旅行与运输行业客户服务研究报告（英文版）

REPORTCleared for takeoffAI elevates customer service in travel and transportationArtificial intelligence (AI) is reshaping customer service in the travel and transportation industry, enhancing efficiency, cutting costs and improving customer satisfaction. With its ability to automate repetitive tasks, provide real-time support and deliver hyper-personalized services, the new technology allows companies to meet the rising expectations of today's travelers while addressing the operational complexities inherent in this sector. The industry has long shown a strong interest in using AI-based technology, with early use cases already showcasing its transformative potential. From AI-powered chatbots managing real-time itinerary changes to predictive analytics, the industry is busy integrating AI into customer-facing and back-end processes. Indeed, the industry appears to have reached a pivotal moment in its adoption of AI. Yet, significant regional variation persists: While Asia leads with advanced AI implementations, Europe shows strengths in data readiness but lags behind in formalizing customer service use cases. The United States, meanwhile, excels in treating data as an asset but faces challenges in areas such as security and compliance.Despite this progress, stepping up the adoption of AI across the travel and transportation industry is not easy. Challenges include fragmented processes, a lack of structured AI governance, and resource constraints, particularly among smaller players. Moreover, AI requires companies to rethink their operating model, upskill their workforce and ensure robust data structures to fully capitalize on its potential.To remain competitive in this rapidly evolving landscape, travel and transportation companies must move beyond isolated uses of AI and adopt a more holistic approach. That includes integrating end-to-end processes, aligning their AI strategies with their organizational goals and fostering innovation. Below, we discuss these challenges – and show how firms in the travel and transportation industry can unlock the full potential of AI to deliver both operational excellence and exceptional customer experiences.Cover: Weiquan Lin/GettyImagesManagement summary2 Roland Berger | Cleared for takeoffContents 10 %of surveyed firms consider themselves innovators83 %of surveyed managers attribute "high" importance to AIRegulatory concerns seen as main barrier to adoption, ranging from 56 % of firms in Asia to 71 % in the USAFastFacts1 2 3 4 5 Ticket to transformation Is AI a must-have or a luxury upgrade?Cleared for takeoffHow travel is leading the AI journeyFrom check-in to chatbots AI in action Smooth landing or turbulence ahead?Preparing for AI Full throttleCharting the future with AI 48141820Page3 Roland Berger | Cleared for takeoffTicket to transformation Is AI a must-have or a luxury upgrade?The travel industry has come a long way. From the inception of brick & mortar travel agencies in 1