Travel companies Accor and CVC integrate AI into customer service

Major travel and hospitality companies are integrating artificial intelligence to enhance customer service and booking processes.

Accor has launched ALL Concierge, an AI assistant available via digital channels, WhatsApp, and iMessage, designed to recommend hotels and answer reservation queries. The company also introduced The Butler, an AI tool for hotel staff. This follows an earlier initiative allowing users to search for Accor properties within ChatGPT. A pilot phase for the concierge service recorded over 1 million conversations.

In Brazil, travel agency CVC reported generating R$ 80 million in five months following the implementation of its AI chat assistant, Lia. While the tool helps customers research and personalize travel packages outside of business hours, the company noted that 80% of customers still prefer visiting physical stores to finalize bookings. CVC's strategy focuses on combining technological efficiency with human interaction to complete sales.