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State of Service: Trends in Travel and Hospitality

Insights and trends from 350+ customer service professionals in the travel and hospitality industry worldwide

Discover how travel and hospitality (T&H) service organizations are thinking about, implementing, and using AI — including agents — to unlock efficiencies, reduce costs, and transform traveler experiences. Insights include:

T&H service professionals cited increased customer expectations and industry pressures as the biggest challenges and opportunities.
Of the 60% of surveyed companies that have adopted AI tools, nearly all report measurable gains in satisfaction, productivity, and resolution speed.
More than 80% of industry professionals using AI agree it makes their job less stressful and more satisfying and helps them better serve their customers.

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