FROST & SULLIVAN RESEARCH

Leveraging AI and Human CX in Hospitality and Travel Without Sacrificing Smiles

Discover how leading travel and hospitality organizations are leveraging AI-powered customer experience (CX) and customer support automation to strengthen customer trust, rebuild loyalty, and achieve scalable efficiency — while maintaining the human connection that defines hospitality.

A Joint Case Study by Frost & Sullivan and Covisian.

Raise the bar on efficiency, and never compromise on the customer’s smile

In travel and hospitality, customer experience (CX) leaders are prioritizing brand loyalty, security, and customer trust as essential to long-term success. Yet teams continue to face major operational challenges, including:

Delivering efficient, personalized customer service

Reducing long call-handling times and wait times

Integrating channels and gaining full visibility into customer information

Managing multilingual customer support while reducing contact center costs.

Frost & Sullivan’s latest research shows how market leaders are addressing these challenges by integrating AI and AI-powered automation across the customer care ecosystem.

The Future of CX Belongs to AI-Driven Contact Centers

Download Frost&Sullivan Case Study to uncover:

Top Global CX Challenges and Priorities shaping the travel and hospitality industry

Emerging AI Trends transforming customer engagement and operational efficiency

Investment Insights on how AI implementation is directly improving CX outcomes

Practical Customer Success Stories for enhancing post-sales support and back-office management in the travel industry

Key Criteria for Selecting the Right CX Technology Partner to achieve scalable, long-term success

Who is this report designed for?

CX leaders, digital transformation executives, and operations directors in Travel & Hospitality who need practical guidance on implementing AI to improve customer experience, efficiency, and trust.

What is included in this Frost & Sullivan x Covisian whitepaper?

A research-driven analysis of how AI and human-assisted CX are reshaping Travel & Hospitality customer journeys—supported by global CX data, market trends, and real Covisian success cases.

What challenges in Travel & Hospitality does the report address?

The study explores top industry priorities such as brand loyalty, AI adoption, workforce performance, multilingual support, and customer trust/security.

What real results has AI delivered in the case studies?

Examples include reducing itinerary response times from days to minutes, 50% autonomous chat handling, and 31% shift from phone to chat—showing measurable ROI at scale.

Does the report provide practical guidance for selecting an AI partner?

Yes—Frost & Sullivan outlines key criteria for choosing a scalable, secure, and industry-ready AI partner, including innovation, integration, data governance, and global capability.

Is this whitepaper independent research or vendor content?

It is a co-branded study: Frost & Sullivan provides independent analysis, while Covisian contributes real-world applications of Smile.CX and documented business impact.