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“SANOAT VA XIZMAT KO‘RSATISH SOHALARINING RAQAMLI TRANSFORMATSIYASI:
TENDENSIYALAR, BOSHQARUV, STRATEGIYALAR”
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immediately connects to the communication. The decisive moments here are the promptness of
the reaction and the efficiency of solving the client's issue. In European countries, traditional tour
operators are treated less and less - no more than a third of travelers come to the office. The rest
use online services to plan trips, with booking rates being higher when the risk of COVID-19
spread is not high and new strains are not widespread. Online sales will also continue to grow,
and there are two directions for them. Firstly, people buy tickets and hotels separately, making
up their own trip. Secondly, travel agencies are also going online, promoting their own packaged
tours.
The tour operator for online sales does not stop working with the client. Digital
technologies make it possible to engage in post-support, i.e. follow-up and feedback. The client's
journey is monitored at all its stages, if possible, travel agencies ask him to evaluate the service
provided for different positions. Within the travel companies themselves, the trend continues
towards the development of CRM (Customer relationship management) systems, automatic tools
for setting goals and planning. When applied correctly, their implementation becomes a factor in
increasing competitiveness in the tourism industry. The toolkit that automates the work frees up
the main resource for the management - free time. It is spent on learning new business
technologies or developing parallel niches. The second point is especially important in a
dynamically changing environment, when the percentage of independent tourists is increasing,
and travel companies have to increasingly search for new sources of income in order to survive.
The trend to abandon the classical scheme of services of companies selling package tours, as
studies show, will intensify [3]. Travelers are buying flights en masse using the Aviasales
service, and Booking.com has long changed the traditional hotel booking market.
Similar prospects for automation and digitization await other standard operations. One
and important point after the flight, taxi aggregators continue to be indispensable within cities.
But trips from the airport to the hotel and to intercity destinations are a niche that is just
beginning to be filled. It is here that the GetTransfer.com transfer company develops its
presence, offering services in all popular tourist cities. Translators and sightseeing services are
leaving for applications. This supports another trend - the combination of business trips with
leisure. Even without thoughtful preparation for half an hour in an unfamiliar city, it became
easy to find a way to communicate with the local population, choose a restaurant and find key
attractions nearby [5]. The study found that a third of the world’s travel audience is interested in
AI assistance in travel planning.
The study found that a third of the world's travel audience is interested in artificial
intelligent assistance in travel planning. For 50% of respondents, it turned out to be unimportant
who helps in planning a trip - a live operator or a chatbot. If the service for choosing a tour or
booking a hotel offers a suitable option, then the probability of acquiring it increases
significantly. Large online services will continue to develop their own artificial intelligence (AI),
their experience is gradually picked up by smaller players.
In Figure 1, we present a mechanism for managing the tourism sector, where one of its
tools is the introduction of digital technologies. Tourism Management Mechanism.
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Digitalization in the field of tourism, and in particular hotel automation, is associated
with the use of the following digital technologies to improve the quality of customer service.
1.
Artificial Intelligence. As an example, we can cite the “smart” rooms already being
implemented (artificial intelligence adjusts the lighting and temperature, and also turns on the
client’s favorite TV shows and treats them to drinks). Also in Japan, the use of butler robots has
been recognized as successful. Artificial intelligence produces recognition of several dozen
languages. Also, hotels can install devices that track the location of customers’ smartphones in
order to explore the habits of customers to meet their needs at the time of their appearance by
generating and issuing appropriate commands to the service personnel.
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