During the Kazakhstan International Tourism and Travel Exhibition (KITF), a panel session titled ‘Travel Agencies: Development and Future’ explored the transformative role of artificial intelligence (AI) in the travel industry. Directors of travel agencies in Kazakhstan examined how AI is reshaping their operations and shared insights on navigating the tech-driven landscape.
According to Kamchybek Kasymbekov, Digital Transformation Lead at Amanat Insurance, evolving consumption habits necessitate that tour agencies embrace technological advancements. Daniyar Khizmetov, Director of ‘Lilo Tour,’ highlighted the efficiency gains and enhanced quality brought by AI but noted that it cannot replace human interactions, especially in handling unforeseen circumstances.
Svetlana Kaplina, Director of ‘Aidana Tour,’ emphasized the creative use of new technologies in tourism marketing. She advocated for strategic collaborations, drawing inspiration from successful examples like the ‘Oreo and PlayStation ad collaboration.’
The rise of ‘Kaspi Travel,’ an online platform that enables travelers to purchase tours and flight tickets, has posed challenges to traditional travel agencies. However, Kasymbekov emphasized the continued importance of personal interactions, particularly among younger generations who are accustomed to technology.
Medical tourism, in contrast, is less influenced by online services due to the critical role of human touch. Muniram Akhmetova, Chairman of the RA SRO Oil and IE KIT, highlighted the distinction, stating that in medical tourism, clients are referred to as ‘patients.’ Kristina Krivets, President of the Kazakhstan Association of Medical Tourism, stressed the importance of personalization and empathy in medical tourism, something that AI bots cannot replicate.
Krivets also raised concerns about information security in digitalizing medical tourism, as patients may hesitate to disclose sensitive medical history. The discussions at KITF highlighted the ongoing interplay between technology and human interaction in the travel industry, with AI augmenting processes but not replacing the personal touch essential for memorable and tailored travel experiences.
