robots and artificial intelligence in travel_singer (pdf, 36.5 mb)
TRANSCRIPT
![Page 1: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/1.jpg)
Roboptimism
Richard Singer
President - Travelzoo Europe
ITB 2016
![Page 2: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/2.jpg)
• 25 offices in 11 countries
• 28 million members worldwide
• 100 million unique visitors worldwide
• Over 2.2 million Facebook fans
• Over 4.2 million app downloads
• We publish over 250,000 travel deals every year
![Page 3: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/3.jpg)
THE FUTURE IS ALREADY HERE
THIS IS NOT SCIENCE FICTION
![Page 4: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/4.jpg)
VIDEO
![Page 5: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/5.jpg)
2015 WORLWIDE ROBOTIC TRENDS*
*source World Robotics 2015 Report
INDUSTRIAL SALES25%UP
DOMESTIC SALES40%UP
2/3APAC
![Page 6: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/6.jpg)
ROBOTS POLARIZE
“The development of full artificial intelligence could spell the end of the human race.”Professor Steven Hawking
![Page 7: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/7.jpg)
ROBOTS POLARIZE
“Virtual reality will not see the end of face-to-face communication.”Sheryl Sandberg
COO - Facebook
![Page 8: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/8.jpg)
ROBOTS AND AI IN TRAVEL -
WHO ARE THE EARLY ADOPTERS?
![Page 9: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/9.jpg)
ROBOTS - DIVISIVE
IN THE HOTEL WORLD
"With robots, you don't get personalized
service"Those are the touches
people still want."
Steve Choe, General Manager,
InterContinental Los Angeles
![Page 10: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/10.jpg)
ROBOTS - DIVISIVE
IN THE HOTEL WORLD
“That may be true of most high-end
hotels"but robots would be popular at hotels
that cater to millennials with a fascination for
high-tech gadgets. In a four-star hotel in
Silicon Valley, this would be a nice novelty.”
Lynn Mohrfeld, President, California Hotel and Lodging Association
![Page 11: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/11.jpg)
MORE EARLY ADOPTERS IN TRAVEL
![Page 12: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/12.jpg)
MORE EARLY ADOPTERS IN TRAVEL
2015 KLM launched Spencer
at Amsterdam Airport Schiphol.
Spencer goes “far beyond the
skills of the current generation of
robots” guiding groups of
passengers directly to their
departure gates.
![Page 13: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/13.jpg)
But the trillion dollar
question remains=
Does the typical holiday maker want
robots to feature in travel?
FUTURE OF TRAVEL PROJECT
![Page 14: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/14.jpg)
Over 6000 people:
FUTURE OF TRAVEL PROJECT
![Page 15: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/15.jpg)
FEAR, OPTIMISM AND COMFORT
![Page 16: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/16.jpg)
ROBOPHOBIA
• 39% find robots scary
• The Chinese are least scared 14%
• The French/British are most scared 50%
• Women are more scared than men
47% vs. 32%
• Under 35s are most scared, but
still only 45%
![Page 17: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/17.jpg)
ROBOPTIMISM
• 77% expect them to be a big part of life
• 73% think they will improve our lives
• 4 in 5 people in Japan and Spain
are optimistic
• 97% of the Chinese respondents were
positive, as were 85% of Brazilians
• Women were only slightly less
optimistic than men
![Page 18: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/18.jpg)
COMFORTABLE WITH ROBOTS IN TRAVEL
Fairly Comfortable
Very Comfortable
100%
0%
50%
![Page 19: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/19.jpg)
ADVANTAGES OUTWEIGH DISADVANTAGES
81%
81%
79%
77%
76%
FASTER DATA
DON’T TIRE
MULTI-LINGUAL
SAVE TIME
GOOD RECALL
REMOVES JOBS
IMPERSONAL
CULTURAL NUANCES
LACKS CREATIVITY
MAKE US LAZY
75%
75%
70%
68%
60%
![Page 20: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/20.jpg)
HOTELS
![Page 21: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/21.jpg)
YOU ARRIVE AT A HOTEL=
83% prefer human hotel
receptionists
17% prefer robot hotel
receptionists
![Page 22: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/22.jpg)
IF THE HUMAN CAN’T ANSWER ALL YOUR
QUESTIONS=PREFERENCE SHIFTS
41% still prefer human
hotel receptionists59% prefer robot receptionists
that can answer all questions
![Page 23: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/23.jpg)
ACCEPTING ROBOT RECEPTIONISTS=
• 18% of us would not accept the
use of robot receptionists under
any circumstances
• Most of us would accept robot
receptionists if they were
accompanied by a human 53%
• 53% think humans would do a
better job than robot receptionists
![Page 24: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/24.jpg)
HOTEL PORTERS ARE REPLACEABLE
• 3 in 4 would welcome the use
of robots as hotel porters
• 37% thought robots would be
better than humans at being
porters and a further 25% thought
they would do just as good a job
![Page 25: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/25.jpg)
ROOM SERVICE?
• 2 in 3 would welcome robots
providing room service in hotels
• 57% thought robots would do
just as good a job, or better,
than humans
• Not a personal security issue
![Page 26: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/26.jpg)
OTHER ROLES
![Page 27: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/27.jpg)
YOU ARE IN A RESTAURANT=
81% prefer human waiters
19% prefer robot waiters
However@Chinese would prefer the robot waiter
58% over the human 42%
Germans 45% wouldn’t accept a robot waiter under
any circumstances
![Page 28: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/28.jpg)
IF THE HUMAN WAITER IS ONLY FAIRLY
EFFICIENT=PREFERENCE DOESN’T SHIFT
56% still prefer human
waiters
44% prefer the more
efficient robot waiters
![Page 29: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/29.jpg)
ALL ROLES TESTED
Would do as well as humans or better
53% 50% 49% 48% 47% 42% 38% 30% 25%
Help
Desks
Airport
Check-in
Waiters Bar
Staff
Cruise
Crew
Air
Cabin
Crew
Info
Desks
Hotel
Check-inPhone
AgentsRoom
Service
62%
Hotel
Porters
57%
![Page 30: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/30.jpg)
THE MOST PROTECTED
(CUSTOMER FACING) HUMANS IN TRAVEL
• Less acceptance of robots in the
roles of air cabin crew and cruise
ship customer-facing crew
• All countries agreed humans do a
better job than robots in these roles
• See these customer facing roles
becoming life saving roles.
![Page 31: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/31.jpg)
THE MOST PROTECTED
(CUSTOMER FACING) HUMANS IN TRAVEL
Only in China did more than half the respondents
feel robots would do as good a job or better than
humans
Also a life saving role?
After air cabin crew and cruise liner staff, human
bar staff are most protected by all nations
![Page 32: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/32.jpg)
WHAT SHOULD ROBOTS
LOOK LIKE? - AN EVEN DIVIDE
46% think robot receptionists
should look human
54% think robot receptionists
should look like machines
52% think robot waiters
should look human
48% think robot waiters
should look like machines
In China 3 in 4 prefer human looking robots
![Page 33: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/33.jpg)
BUT ROBOTS SHOULD SOUND HUMAN
EVEN IF THEY DON’T LOOK IT
*of those who expressed a preference
70%* think robots should
sound human
30%* said they should sound
like a machine
![Page 34: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/34.jpg)
ROBOTS IN CHILDCARE
• 55% think robots should be
employed in childcare
• Surprisingly amongst parents of
young children 62%
• French parents least keen
• All countries like the idea that a
nursery robot could look like a character in a children’s book
![Page 35: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/35.jpg)
DRIVERLESS VEHICLES
• 75% would get into a driverless
car on holiday
• Increases to 89% if there is a
human there if things go wrong
• 42% think driverless cars will make
roads safer
![Page 36: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/36.jpg)
VIDEO
![Page 37: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/37.jpg)
CONCLUSION
• Globally, consumers are highly receptive to robots in travel
• Currently robots are being used, conservatively, in travel
for publicity or service functions
• Future opportunity lies in the advantages of machines over
humans: data and CRM
• Cultural differences and nuances- the combination of
human and robot is preferred (other than by the Chinese)
• Skill up. Survive. Thrive.
![Page 38: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/38.jpg)
FINAL THOUGHT=
![Page 39: Robots And Artificial Intelligence In Travel_Singer (PDF, 36.5 MB)](https://reader034.vdocuments.net/reader034/viewer/2022051521/5868e0241a28ab9c568be51a/html5/thumbnails/39.jpg)
Richard Singer
President - Travelzoo Europe