When I plan a trip, I somehow always end up with a row of tabs open in my browser. Even when I am booking something straightforward, like a single flight or one hotel room, I'm jumping between pages to compare prices, read reviews, and check availability.
It's not the smoothest experience, but it's manageable. Until I have a question like:
- Are there any hikes near the resort that don't require a car?
- Is there a room that's close to the pool but still quiet?
- How much of Mount Fuji can you actually see from the deluxe suite?
These aren't uncommon questions, yet most websites can't answer them because they are built to show content, not to understand context and guide multi-step decisions. That leaves people still searching, and more likely to abandon the booking.
ai12z introduces AI agents that bring a brand's voice to life. For travel and hospitality brands, these digital assistants act as an online concierge that can answer questions in context, help travelers compare relevant options, and simplify the booking process.
Answer questions before they turn into calls to customer support
Travelers have a lot of questions that often don't have obvious answers on the site. Things like how to get from the airport, whether the spa allows kids, or where to store bags after checkout. These details tend to live in different corners of the site, if they're there at all. So guests end up picking up the phone and jumping in the queue to speak to customer support.
The same thing happens with more detailed or personal questions that traditional search tools can't handle. Imagine a traveler booking a round-trip flight from Tokyo to Sydney. They’ve selected economy, but now they're wondering: “Can I upgrade the return leg to premium economy using my frequent flyer points?”
That kind of question doesn't fit into a filter or drop-down menu. It touches on pricing logic, fare class rules, and loyalty program terms. But, an AI agent can interpret all parts of the question, pull in real-time data from third-party systems, and return a clear, contextual response: “Yes, your current fare (Economy Flex) is eligible for one-way upgrades. You can upgrade the return leg to Premium Economy for 18,000 points. This option is available to you as a Gold tier member. Would you like to go ahead and apply your points now?”
It makes it easier for guests to move forward without getting frustrated or waiting on help. And it frees up your support team to focus on the issues they're really needed for.
Help guests compare options and book with confidence
You shouldn’t need multiple tabs open just to figure out which room to pick. With an AI agent, visitors can communicate using natural language, like: What’s the difference between the ocean view and the mountain view rooms?” A traditional search might return two separate links or nothing useful at all. The agent, on the other hand, pulls the key details into a single response, including photos, pricing, amenities, and square footage, so it's easy to compare and decide.
Deliver personalized support to improve the experience and increase bookings
The AI agent not only brings key details together, it also tailors each response based on the visitor's context. For example, if a guest asks, “Which room is better for a family with young kids?” the agent might emphasize that the mountain view room is quieter and closer to the pool. Another guest might ask, "Which has the better view for watching the sunset?” and get a response focused on the ocean view and its west-facing balcony. Same two rooms, but different context, so the answers highlight what matters to each guest.
The AI agent can personalize support across the rest of the planning process too, like recommending activities, helping with bookings, and building an itinerary that fits each guest's interests and schedule. Instead of just listing popular tourist spots, it can suggest relevant experiences, services, or on-site options the guest might not have found on their own.
Personalization isn’t just about what the AI agent says, it's also how it says it. It can switch languages automatically based on browser settings, or pull in real-time data through integrations. If someone’s browser is set to Spanish, the agent replies in Spanish automatically. Or when someone asks, “What's the best way to get to the hotel?”, it can pull live directions from Google Maps. If they've stayed before and want to rebook an activity, it can bring that up too. It's a small detail, but it helps guests feel seen and builds a stronger connection with your brand.
If you want to see a short demonstration of the AI agent on a hotel's website, take a look at the video below: