Cognitive Computing

Life Has Handed You A Travel Day Lemon, How Do you Make Lemonade?

cognitive travel

Thousands of travelers were stranded in the wake of Hurricane Matthew. Storm surges and heavy rain crippled the low country from the Florida coast up to parts of North Carolina. Millions of residents were forced to evacuate their homes and move inland, I even had family in Savannah, GA that were impacted. Many travelers were able to change their travel plans ahead of the storm, others were not as lucky, and were stranded across the country.

I heard accounts of stranded travelers, unable to head back home after working out West, or those individuals who had to cancel their vacations, honeymoons, etc. because of the storm. What if artificial intelligence, and cognitive systems, powered by IBM Watson could help solve some of these traveler’s woes?

IBM Analytics can help you create a cognitive, data driven travel concierge that can help you get ahead of these delays. Imagine if you had a trusted advisor that could help you improve your net promoter scores during service recovery periods by:

  • Providing recommendations, including, hotel, food, transportation for delayed or stranded travelers based off of the passenger’s social profile and purchasing history.

  • Functioning as a virtual assistant leveraging cognitive capabilities from IBM Watson to help the customer now, not after a long wait on the phone with customer support.

  • Improving data availability and response time from IBM’s global cloud footprint.

IBM Analytics makes answering these types of questions a simple, intuitive process, functioning as an AI concierge. The solution collects data from a variety of sources including social data from Twitter, Facebook and the Weather Company. This generates a holistic view of the needs, preferences and behaviors of consumers and, actionable recommendations through a user-friendly cloud interface. These insights can help identify opportunities to assuage the frustrated, stranded, customer.

Over the next 18-36 months, AI will be table stakes in the travel experience. There is so much opportunity for cognitive to enhance your customer experience, especially in light of weather and unforeseen delays. The travel experience doesn’t just start when your customer arrives at the airport, but when their alarm goes off in the morning. Let’s have a discussion on how cognitive can help create an Integrated Customer Experience and improve the premium value of your brand.

If you’d like more information on how IBM cognitive travel solutions and Watson APIs can help your organization, please visit

Vice President, Travel and Transportation Industry, IBM

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