Bon Voyage: How Amadeus is shaping travel with AI

Amadeus Labs is leveraging AI in travel to enhance experiences and optimize operations.

Mani Ganeshan, Global Head of Engineering, Travel Distribution, and Centre Head of Amadeus Labs recently found himself planning a trip to Bhubaneshwar. His travel preferences were neatly articulated to a Generative Artificial Intelligence (AI) chatbot, ChatGPT.

“I want to travel to Bhubaneswar for five days. Want a mix of leisure and some religious activities,” his prompt read.

In seconds, the AI model furnished him with several travel options, remarkably aligning with his desires.

Generative AI is granting individuals the power to craft their travel experiences with unparalleled precision. It allows travelers to tailor their journeys based on their companions, specific interests, and preferred activities. This transformative technology is setting a new standard for personalized travel, and Amadeus, a pioneering travel technology company, is leaving no tack untried to harness its potential.

Mani Ganeshan recognizes the wealth of opportunities presented by AI, Machine Learning (ML), and data sophistication in the travel industry. Amadeus is on a mission to leverage these capabilities to inspire travelers in profound ways.

“The goal is to provide highly personalized solutions to prospective travelers, ensuring their queries effortlessly translate into travel bookings in the first attempt,” Mani says.

From lookers to bookers

Amadeus operates comprehensively, guiding travelers through all phases of their journey, from contemplating a vacation or business trip to managing shopping experiences, pre-trip preparations, in-trip experiences, and post-trip reflections. The company’s portfolio spans diverse segments, including airlines, hotels, car rentals, travel agencies, airports, and more. This expansive capability is made possible through a SaaS-based platform tailored for the travel industry, designed to meet the ever-evolving demands of modern travelers.

Amadeus has brought together its customers, partners, and stakeholders onto its platform, nurturing a culture of collaborative development.

“This integration involves exposing various elements of our platform through Application Programming Interfaces (APIs). The journey began a few years ago, driven by the aim of promptly addressing specific customer needs. This approach empowers customers to make enhancements themselves or engage external partners to effect necessary changes,” Mani says.

The company has been progressively unveiling internal aspects of its platform through APIs, enabling startups to swiftly establish booking platforms using the provided APIs, covering various functions, such as airline bookings and available hotel solutions.

“The APIs have evolved over the years, enriched with comprehensive data, including seasonal variations and evolving travel patterns. Travel patterns for specific destinations, complete with seasonal information, are now accessible through these APIs, giving e-commerce platforms the tools to craft more sophisticated solutions for discerning travelers,” Mani says.

Incorporating intelligence in corporate travel

Amadeus is also pioneering the fusion of travel solutions with office productivity platforms. This integration aims to empower corporate travelers with insights about their colleagues attending the same event, thereby facilitating better travel planning and coordination. By connecting office tools with travel solutions and platforms, Amadeus seeks to enhance collaboration among colleagues.

“By combining these two elements, we can seamlessly connect all corporate travel within a company, promoting more effective collaboration among colleagues. In collaboration with Microsoft, we are exploring how our corporate booking solutions can synergize with Microsoft’s Office solutions and collaboration tools, offering travelers a more personalized and tailored experience,” Mani says.

On the customer care front, Amadeus is exploring the creation of a virtual assistant accessible to all travelers. This virtual assistant could address inquiries about gate changes, schedule disruptions, and alternative travel options, significantly boosting efficiency and customer satisfaction.

“Imagine the efficiency gained by having a virtual assistant address these questions promptly,” Mani says.

Amadeus is at the forefront of harnessing AI and predictive analytics to monitor and prevent system failures or disruptions. By analyzing early signs of issues like performance degradation, latency, and increased defects in the ticketing system, the company can predict and respond to potential outages, ensuring a seamless travel experience.

Sustainable travel

In recent years, Amadeus has been actively engaged in sustainability efforts. The company provides intelligence for calculating the carbon footprint of flights between destinations, allowing companies to make informed decisions about offsetting emissions. This data is now integrated into the company’s API infrastructure, contributing to a more environmentally responsible travel industry.

Finally, Mani Ganeshan underscores the pivotal role of Amadeus’ technology centers in India. With over 3,500 engineers, including 150 based in Pune, the company is a hotbed of innovation across every facet of the Amadeus platform. From airlines to hospitality, middleware platforms, and operational aspects, the Indian center plays a vital role.

“We are also deeply engaged in a substantial migration partnership with Microsoft, facilitating the shift of our entire platform onto Azure’s public cloud. This transition involves a multitude of aspects that are actively being orchestrated from our center in India. It’s clear that the India center has now assumed a paramount strategic role within Amadeus,” Mani says.