The integration of artificial intelligence (AI) into the travel industry is proving to be a significant advancement. Dame Irene Hays, chair of Hays Travel, has praised AI’s role in enhancing both employee well-being and customer experience.
AI is particularly effective in identifying at-risk employees and offering creative holiday ideas to customers. This technology is reshaping the way travel businesses operate, providing valuable insights and timely suggestions that align with customer preferences.
In a recent discussion, Dame Irene Hays underscored the importance of AI in safeguarding young employees at Hays Travel. AI systems can detect potential risks by analysing emails for key words, flagging possible issues to trained managers responsible for employee welfare. This approach ensures that young staff, considered impressionable, are protected from challenges such as self-harm and radicalisation.
The company’s AI initiatives satisfy Ofsted requirements, demonstrating a commitment to apprentice safety. This forward-thinking strategy is part of a broader effort to nurture and protect the next generation of industry professionals.
AI’s impact extends beyond employee welfare to revolutionise customer interactions. By partnering with tech firm Emplifi, Hays Travel leverages AI to refine the customer journey, presenting holiday options precisely when customers are most receptive.
Whether customers are interacting through a human agent or AI, the focus remains firmly on delivering quality experiences. AI analyses booking preferences, suggesting holiday ideas when clients are considering their next getaway.
One innovative aspect of AI’s application is its combination with emotional intelligence, a concept Dame Irene finds thrilling. This integration aims to enhance the customer journey from initial inspiration to decision-making stages.
AI places potential holiday ideas before customers even realise their desires, targeting them at moments when they are most open to suggestions. Social media complements this strategy, offering an additional interactive platform.
Dame Irene has expressed the value of apprenticeships at Hays Travel, noting their significant contribution to the business’s longevity and dynamism. Apprentices bring fresh perspectives and cutting-edge technology skills that keep the organisation relevant and competitive.
The company recently celebrated a long-service ceremony for employees with over two decades of service. Such dedication highlights the successful career paths initiated through Hays Travel’s apprenticeship programmes.
Reflecting on the company history, Dame Irene shared insights on the resilience demonstrated during various challenges, including the acquisition of Thomas Cook stores and navigating the COVID-19 pandemic.
Even after the passing of her late husband and co-founder, John Hays, Dame Irene remained committed to leading Hays Travel. Her passion for the role served as a therapeutic outlet during difficult times.
Dame Irene’s personal journey from a modest upbringing in Northumberland to leading a major travel agency is noteworthy. She attributes her resilience to her family’s work ethic and the community-focused values they instilled.
Her remarkable collection of 18th-century buttons stood out during an interview, symbolising her appreciation for craftsmanship and history. These anecdotes offer a unique glimpse into the personal values driving her professional success.
Artificial intelligence in the travel sector is proving to be transformative, enhancing both employee and customer experiences. Dame Irene Hays’ advocacy highlights AI as an invaluable asset in fostering a safer, more efficient, and enjoyable travel industry.
