New data from YouGov, commissioned by Salesforce, shows Australian travellers are increasingly interested in customised travel experiences, with 59% expressing desire for travel recommendations tailored to their profiles and preferences.
The national survey, comprising over 1,000 respondents, indicates a robust appetite for travel, with 66% of Australians planning to book travel online in the next six months. This includes 51% looking to book accommodation, 47% flights and transport, and 27% planning to secure tours or holiday packages.
Salesforce has partnered with TripADeal, an Australian online travel agency, to showcase a world-first AI immersive experience aimed at highlighting how human and autonomous AI collaboration can enhance travel experiences. This showcase, titled "What AI Was Meant to Be," was held at Martin Place in Sydney's CBD.
According to the findings, younger generations show a higher inclination towards personalised travel recommendations. Gen Z and Millennials, in particular, display a marked interest, with 72% and 69% respectively stating their interest compared to 54% of Gen X and 46% of Baby Boomers. Additionally, 27% of Gen Z and 31% of Millennials are 'very interested' in such customised offerings.
People residing in the five main capital cities are also more inclined towards online booking, with 85% of them indicating likelihood as opposed to 75% of those outside these regions. Similarly, 62% of city dwellers show interest in personalised trips compared to 54% elsewhere.
To accommodate Australian travellers' preferences, TripADeal is utilising Salesforce's Agentforce to create tailored travel experiences. Leandro Perez, Salesforce's SVP & CMO of Australia and New Zealand, commented on this partnership by saying, "The YouGov research shows us that there is a growing demand from Aussie travellers for personalised, curated travel recommendations, and that more Aussies than ever are booking travel online. For TripADeal, agentic AI is playing an important role in helping to meet this demand and redefining the overall customer experience the company provides."
Further elaborating on the service efficiency, he noted, "Humans and autonomous AI agents are working together to deliver the very best outcome for TripADeal's customers, allowing the company to scale customer experience and better support their travel consultants." He emphasised the broader implications, "It's a key component of our ongoing commitment to help marketers and customer experience leaders realise the possibilities and transformative outcomes they can achieve by harnessing the power of Agentforce. This level of personalisation and service will not just redefine the travel industry but all industries."
Agentforce equips TripADeal's AI agents to function as virtual travel consultants, engaging with customers in natural language to discern their travel desires and recommend suitable deals. These agents ensure a seamless handover to human consultants for complex queries, maintaining a high level of service quality.
The AI initiative was prominently featured at the AI-powered digital love lock wall at Martin Place. This installation allows visitors to interact with the AI agent to craft a personalised digital love lock and design their dream holiday, with the added incentive of winning a AUD $10,000 TripADeal voucher.
Perez underscored the activation's significance, saying, "Through this activation, we wanted to showcase AI as it's meant to be for every Australian business, especially those who are focused on super charging their customer experience. It's been amazing to see the interest the activation has generated across the board. From business owners to members of the general public, people are walking past and popping in to see what it's all about, and they're experiencing for themselves how easy it is to interact with the AI agent and build a dream holiday that is truly unique to them, which is core to TripADeal's offering."
This collaborative effort between Salesforce and TripADeal demonstrates the evolving role of AI in enhancing travel experiences and meeting Australians' growing demand for more personalised travel solutions.
