Introduction
According to McKinsey, the revenue generated from the travel industry is expected to grow at an average of 5.8 percent a year through 2032. This continuous growth is all due to the introduction of AI in travel and hospitality industry. But amidst this wave of innovation, one platform that stands out the most is Salesforce Agentforce. With the power of autonomous AI agents, Agentforce is revolutionizing how travel and hospitality businesses engage with customers, streamline operations, and drive growth.
In this blog, we’ll explore how Agentforce is re-imagining the travel and hospitality industry, shaping personalized experiences, enhancing operational efficiency, and boosting business profitability.
How Agentforce Charters a New Path for Travel & Hospitality Industry
For decades, the travel and hospitality sector has not been engaging with technology and AI innovations unlike other industries. From flight attendants to hotel staff, the focus has always been on creating exceptional, personalized experiences for customers. However, as consumer expectations evolve and technology advances, there’s a rise in travel and hospitality industry challenges which demand a new approach from leaders to eliminate these challenges.
Travelers now demand instant, on-demand service and personalized experiences at every step of their journey. This is where leveraging AI in travel industry comes into play. By utilizing AI’s ability to understand, predict, and automate customer interactions, businesses can meet the growing demand for personalized service and real-time solutions.
Salesforce Agentforce is an AI-driven customer engagement platform designed to revolutionize the way businesses in the travel and hospitality industry interact with their guests. Powered by autonomous AI agents and integrated with the Salesforce ecosystem, Agentforce brings real-time, personalized, and efficient service to the travel and hospitality industry.
Agentforce is built on large language models (LLMs) and machine learning (ML) algorithms, enabling it to engage in human-like, contextually aware conversations with guests across multiple channels. From booking and check-in to post-trip feedback, Agentforce can handle a wide array of tasks autonomously, freeing up human agents to focus on more complex and personalized needs.
If your business is deploying Agentforce in their operations, your customers can interact easily with AI Agents in conversational language. With the help of AI Agents, your customers can instantly get the best room recommendations based on their preferences, previous stays, and even real-time factors like weather or availability. The booking process becomes smooth, allowing you to save your customers’ time.
By leveraging Agentforce you are empowering your guests to easily make modifications to their bookings—whether that’s changing the dates of a flight, upgrading a room, or adding a spa appointment. These tasks, which traditionally require speaking with a customer service agent, can be completed in a matter of seconds through AI Agents, all while ensuring that the business’s customer service remains consistent.
Agentforce isn’t just about automating tasks; it’s about creating highly personalized experiences that make every guest feel valued. Using data from previous interactions, AI-powered recommendations, and customer preferences, Agentforce crafts personalized messages and suggestions for everyone.
For example, AI Agents can offer real-time perks, such as discounts or special offers for spa treatments, based on the guest’s preferences and needs. This level of hyper-personalization makes customers feel appreciated and boosts customer loyalty, increasing the likelihood of repeat bookings.
How Can AI in Travel and Hospitality Industry Transform the Future
- Empowering Employees and Reducing Workloads with Agentforce: Agentforce helps reduce employee workloads by automating routine tasks.
For instance, in a hotel or airline business, AI agents can handle tasks such as check-ins, answering basic queries, and processing payments. This allows employees to focus on creating memorable experiences for guests, improving job satisfaction and workforce productivity. - 24/7 Assistance for Guests and Travelers: Agentforce ensures round-the-clock support for customers.
Agentforce can assist guests at any time of the day, providing instant responses to their needs, whether it’s answering simple questions or assisting with bookings. If a complex issue arises, the AI seamlessly transitions the conversation to a human agent, ensuring a consistent and quality customer experience.
- Continuous Learning and Personalization:
AI Agents learn from each customer interaction to provide better, personalized service over time.
With each conversation, Agentforce gains insights into customer preferences, such as special dietary needs or preferred activities. This allows the AI to offer tailored suggestions and anticipate guest needs in future interactions, leading to improved customer satisfaction.
- Targeted Marketing :
Data-driven insights allow businesses to create more effective marketing campaigns.
By analyzing customer interactions, Agentforce provides businesses with the knowledge needed to refine their offerings and tailor marketing efforts. This helps companies anticipate customer needs, stay ahead of competitors, and create personalized campaigns that resonate with specific customer segments.
Why Choose Kasmo as Your Agentforce Implementation Partner?
As we move further into digital advancements, the travel and hospitality industry are set to undergo even more profound transformations. AI in travel and hospitality industry is creating big waves, which can help businesses go beyond just simple automation to provide more hyper-personalized, real-time experiences that delight customers.
Implementing tools like Agentforce with Kasmo’s expertise will help you foster a culture of innovation and continuous improvement in your business. Our Salesforce experts will help you integrate the efficiency of AI with the expertise of human agents, helping you to create a unique and meaningful experience for your guests.
Conclusion
AI in travel and hospitality industry is not only creating big changes but also helping businesses create memorable experiences for their guests which are improving customer loyalty and brand image. By automating routine tasks, personalizing customer interactions, and improving operational efficiency, Salesforce Agentforce is re-imagining the future of these two industries.
As we move further into 2025, Kasmo’s experts are embracing Agentforce to help businesses stay competitive, enhance guest experience, and achieve long-term success. The journey toward a fully re-imagined travel and hospitality industry is already underway—are you on board?
