In Milan, putting an A.I. Travel Assistant to the test
On his first visit to the northern Italian city, our reporter compares the itineraries of two travel advisors: one virtual, the other human. Here's what she found.
I wasn't sure what to expect from the itinerary my travel consultant had put together in just five seconds, but When I arrived in central Milan's Piazza del Duomo, the cathedral sparkling in the midday sun, I expected to be swept away by the frenetic pace of the city. Instead, I found myself in the middle of a relatively empty square surrounded by shuttered shops and cafes.
For more audio journalism and storytelling, download New York Times Audio, a new iOS app available to news subscribers.
"Why didn't you tell me today was a public holiday in Milan? I texted my advisor.
"I I'm sorry, I didn't realize you were planning to visit Milan on May 1," the adviser replied. "As a virtual travel assistant, I try to provide as much information as possible, but sometimes I missing something. I apologize for any inconvenience this may have caused."
I felt bad, like I hurt someone's feelings, and I I had to remember that I wasn't talking to a human. It was my first trip to Milan, and I took the opportunity to try out the beta version of Expedia's trip planning chatbot powered by ChatGPT.
Travel companies are already using artificial intelligence to help with customer service and reservations, but now services like Kayak and Expedia are experimenting with AI assistants to help people find places to go and stay. I decided to put Expedia's service to the test by comparing its itinerary with one prepared by a human advisor. "I have a day to visit Milan. Where should I I go?" I asked for it. "What should I see?"
The virtual routePerhaps my expectations were too high to expect the A.I. assistant to know that my plans coincided with a national holiday. I apologized for taking photos and asked him to recommend a nearby lunch spot that was open. He suggested
On his first visit to the northern Italian city, our reporter compares the itineraries of two travel advisors: one virtual, the other human. Here's what she found.
I wasn't sure what to expect from the itinerary my travel consultant had put together in just five seconds, but When I arrived in central Milan's Piazza del Duomo, the cathedral sparkling in the midday sun, I expected to be swept away by the frenetic pace of the city. Instead, I found myself in the middle of a relatively empty square surrounded by shuttered shops and cafes.
For more audio journalism and storytelling, download New York Times Audio, a new iOS app available to news subscribers.
"Why didn't you tell me today was a public holiday in Milan? I texted my advisor.
"I I'm sorry, I didn't realize you were planning to visit Milan on May 1," the adviser replied. "As a virtual travel assistant, I try to provide as much information as possible, but sometimes I missing something. I apologize for any inconvenience this may have caused."
I felt bad, like I hurt someone's feelings, and I I had to remember that I wasn't talking to a human. It was my first trip to Milan, and I took the opportunity to try out the beta version of Expedia's trip planning chatbot powered by ChatGPT.
Travel companies are already using artificial intelligence to help with customer service and reservations, but now services like Kayak and Expedia are experimenting with AI assistants to help people find places to go and stay. I decided to put Expedia's service to the test by comparing its itinerary with one prepared by a human advisor. "I have a day to visit Milan. Where should I I go?" I asked for it. "What should I see?"
The virtual routePerhaps my expectations were too high to expect the A.I. assistant to know that my plans coincided with a national holiday. I apologized for taking photos and asked him to recommend a nearby lunch spot that was open. He suggested
What's Your Reaction?
