IHG Hotels & Resorts (IHG), a world leader in the hospitality industry, has joined forces with Google Cloud to transform the travel planning experience for guests. This expanded partnership leverages Google Cloud’s cutting-edge technologies to introduce a groundbreaking AI-powered travel planner within the IHG One Rewards mobile app.
A Dynamic Digital Experience Takes Flight
Launching in the second half of 2024, the new travel planner will be a key feature within a suite of upcoming enhancements to the IHG One Rewards mobile app. This innovative tool, powered by generative AI, will empower guests to effortlessly plan their next vacation directly within the app.
Jolie Fleming, Chief Product & Technology Officer, IHG Hotels & Resorts, Shares Her Vision
“Working with Google Cloud as an AI innovation partner, we’re making trip planning easier and more interactive for prospective travelers,” said Jolie Fleming, Chief Product & Technology Officer, IHG Hotels & Resorts. Fleming emphasizes that the customized travel planner will utilize generative AI (GenAI) to assist users in discovering ideal destinations among IHG’s vast portfolio. This encompasses over 6,000 hotels across 19 distinct brands and more than 100 countries, providing travelers with an unparalleled range of options. “Soon, guests will use the IHG One Rewards mobile app as a true mobile travel companion to build a full itinerary and book hotels in just a few taps,” adds Fleming.
The Power of AI Tailored to Your Travel Needs
The IHG One Rewards mobile app’s travel planner goes beyond simply suggesting destinations. This intelligent tool will understand and respond to a wide variety of user queries, from broad requests to highly specific needs. For example, a guest might ask, “Give me four late-night dinner options near the InterContinental London Park Lane,” or inquire about pet policies at a specific hotel. The travel planner can even delve into the realm of event discovery, helping users find activities that align with their interests, such as jazz shows near a chosen hotel. Additional features are planned to roll out in the months following the initial launch of the travel planner.
Investing in Guest Loyalty and Engagement
IHG recognizes the critical role that the IHG One Rewards mobile app plays in fostering guest loyalty and engagement. By investing in innovative technology to enhance the app’s functionality, IHG aims to create a more dynamic and user-friendly experience for its members. The Google Cloud partnership allows IHG to leverage cutting-edge AI technology and rapidly deploy features that resonate with guests.
Vertex AI and Gemini Models: The Engine Behind the Innovation
The development of the travel planner will be powered by Vertex AI, Google Cloud’s robust AI platform. Additionally, Google’s Gemini models will contribute their capabilities to this groundbreaking project.
A Partnership that Reimagines Hospitality
“IHG is not only reimagining how people travel but also how people interact with brands,” said Thomas Kurian, CEO at Google Cloud. Kurian highlights how this collaboration leverages Google’s technical expertise in AI and combines it with IHG’s unwavering commitment to exceptional guest service. This innovative approach elevates the standards within the hospitality industry, setting a new benchmark for how hotels can leverage technology to create personalized digital experiences for travelers.
A Legacy of Cloud-Based Innovation
The partnership between IHG and Google Cloud extends beyond the development of the travel planner. In 2022, IHG selected Google Cloud as its preferred cloud provider, migrating key data components to BigQuery, a fully managed, serverless data warehouse solution. This move reflects IHG’s commitment to leveraging secure and scalable cloud-based technology.
Why Google Cloud?
Several factors influenced IHG’s decision to select Google Cloud’s AI technology for the travel planner. These include:
- A comprehensive suite of AI technologies offered by Google Cloud, providing IHG with a platform for future growth and development.
- Google’s extensive ecosystem of consumer products and services, facilitates the creation of highly personalized travel experiences.
- Google Cloud’s unwavering commitment to cybersecurity, data governance, and privacy. This ensures that IHG retains complete control over its data while adhering to the highest compliance and security standards.
Responsible and Ethical AI Development
Google Cloud’s responsible and ethical approach to generative AI development is another key advantage. This empowers IHG with tools to directly review model responses, ensuring accuracy and appropriateness. This level of control allows IHG to continuously refine and optimize its applications for optimal performance.
