5 Ways Experience Businesses Are Using AI Today

These five case studies provide hands-on insights into how tour, activity & attraction companies are using GenAI today – and how you can too

Reading Time: 4 minutes 15 seconds

All of the talk about Generative AI brings to mind the old golden rule of writing: show, don’t tell. You can tell me all about it ‘til the cows come home and the robots take over and my attention span has wandered off a cliff into the great beyond, but it doesn’t mean much to me unless you can show me how it works and why it matters.

The latest release from Arival is intended to do just that: as a companion to the recently released Arival Guide to AI in Experiences, produced in partnership with Fáilte Ireland, we’ve compiled five detailed case studies that show how a number of innovative businesses in the in-destination experiences sector have put emerging tech into action to improve their business operations, guest communications, company culture and more.

Here’s an overview of what’s included in these case studies:

Arival Guide to AI in Experiences: Generative AI in Action

A Simple Fix for Better Guide-Guest Communication

When guides aren’t able to communicate with their guests effectively and vice versa, it can lead to myriad problems on tour, including missed departures, lost and upset guests. In this case study, two operators use Curated Planet’s guest communication software for tour operators to address bottlenecks in customer communication. 

Miguel Woolfolk, Operations Coordinator for bus tour operator SATMexico, implemented the technology to coordinate hotel pickups, improving pickup logistics and reducing no-shows. Fat Tire Tours implemented Curated Planet’s guest communication software to improve communication between guides and guests on-tour, enabling guides to connect with guests, without having to share personal phone numbers. 

Image promoting 'The Arival Guide to AI in Experiences,' featuring a case study on guide-guest communication.

Download the full case study here. 

Increasing Revenue & Improving Customer Service with AI

When customers need to reach out to a company directly for answers to their questions, it can be frustrating to them, and time consuming for employees to respond repeatedly to similar questions. In this case study investment company Chenmark, which specializes in buying and growing marine tourism businesses, uses AI to address the inefficiencies of handling customer inquiries at the point of sale. Chenmark implemented an AI-powered Chatbot, powered by TOMIS, reducing their workload of responding manually to customer inquiries, increasing customer conversions and ultimately increasing their revenue.

Image promoting 'The Case Study: AI for Customers Service at Point of Sales that forms part of the The Arival Guide to AI in Experiences research.'

Download the full case study here. 

Massively Improving Internal Productivity by Integrating AI into Company Culture

If employees are encouraged and empowered to use AI, it can lead to increased efficiencies company-wide. In this case study, Thomas McGarry, Head of New Business at online travel agency Holiday Extras, describes how, as early adopters of GenAI, the company has encouraged employees to make the most of available AI tools for everything from development to customer support. 

Holiday Extras has also developed an internal ChatGPT interface to make it easier for employees to become more productive in routine tasks from reviewing contracts to creating website content. Encouraging and facilitating the use of GenAI on multiple fronts has helped Holiday Extras integrate AI into company culture.

Image promoting 'The Case Study: Integrating AI into Company Culture that forms part of the The Arival Guide to AI in Experiences research.'

Download the full case study here. 

Creating a Multi-Language Website on the Fly – and on the Cheap

It can be difficult to reach potential customers in different languages, especially when the cost of manual translation can be so high, and details need to be updated regularly. In this case study, Chris Lovatt, Operations Manager at Skyline Sightseeing, a San Francisco hop-on-hop-off bus tour operator, describes how the company used AI to address the translation challenge. By using ChatGPT to help with multi-language tasks like updating their website and product listings in multiple languages, and analyzing and managing online customer reviews, they are already seeing an increase in traffic from non-English speaking countries.

Image promoting 'The Case Study: Creatomg a Multi-Language Website on the Fly that forms part of the The Arival Guide to AI in Experiences research.'

Download the full case study here. 

Kickstarting GenAI Use in Your Business, Marketing & Product Planning 

As a tourism business owner or leader, it can be difficult to carve out time to develop new products and experiment with new ways of doing things. In this case study David Strainge, who runs the bus tour operation City Sightseeing San Antonio, works with Magpie Travel’s Christian Watts, using ChatGPT to kickstart his strategic business and marketing planning and learned how to use — and get comfortable using — AI tools in the business. Strainge used ChatGPT to create a new tour product, from the tour concept itself to the steps needed to put it into action, and create new marketing visuals. 

Image promoting 'The Case Study: Exploring Business, Marketing and Product Planning with GenAI' that forms part of the The Arival Guide to AI in Experiences research.

Download the full case study here. 

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