GermanyTravel and aviation2023 – ongoingTUI
ChatGPT assistant in the TUI UK mobile app
TUI piloted a ChatGPT assistant in its UK app that suggests excursions and tickets customers can book
Problem
Customers wanted destination information and ideas for excursions and activities, and TUI wanted to connect that interest to bookings.
Approach
In August 2023 TUI began a pilot of ChatGPT in its UK mobile app. It answers destination questions and suggests excursions, activities and attraction tickets based on what a customer describes. Customers can book them on tuiexperiences.com. The idea started as an experiment by three TUI engineers and the app teams. TUI said no customer data is shared through the feature and that it collects feedback during the pilot.
Results
No published figures
Takeaway
TUI published no usage or booking figures for the pilot.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
TUI's announcement describes the pilot, what the assistant does and how bookings work. It also mentions an internal AI Lab and other generative AI trials. It gives no results.
Full details are in the original sources.