The Impact of Emerging Technologies on Intermediaries

The chapter outlines the role of some of the latest technologies such as artificial intelligence (AI) and blockchain that will have a profound impact on the travel industry. Artificial intelligence is rapidly gaining acceptance and widely used in the travel industry. The role of the three main categories of AI applications: robotic process automation, cognitive insight, and cognitive engagement are examined. The role of transformative AI in automating travel agency workflows at the point of sale is reviewed. Another important evolving technology is blockchain which is in the very early stages of adoption. This chapter delves into the evolution of personal identity and its future role in personalization with decentralized digital identification. The evolution of blockchain, types of blockchains, and the promise of peer-to-peer transactions without an intermediary lie in the future of travel. Challenges such as scalability for processing high-volume transactions and maturity of this nascent technology in travel are reviewed.