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Celebrating five years since setting up in the UK
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James Ferrara with UK and Ireland managing director Tricia
Handley- Hughes
nteleTravel plans to introduce new agent tools based on artificial intelligence (AI) with the aim of saving time and boosting earnings. James Ferrara, the homeworking company’s
president and co-founder, told delegates at the group’s annual conference that AI has a “really important place”. He said the technology would be harnessed in 2024 to
track commissions and web enquiries, as well as providing new ways to search and research. It will also be used for registering with suppliers. Addressing agents, Ferrara said: “Travel is a very human
thing, so AI will never replace you, but travel agents using AI might replace you – that’s the destination, so we want to get there first. We want to give you the tools to better serve your customers and yourself.” Ferrara said InteleTravel already uses AI, having
developed certain features “before people started talking about ChatGPT”. The tools planned for next year will be designed to
save agents additional “time and effort”, Ferrara said, while “helping you earn more”. Further outlining InteleTravel’s approach to AI,
Ferrara said agents will be invited to stay one step ahead of technological developments by making use of the company’s Atol licence. He said: “We need to carve ourselves a place in the
VIEWS
have been particularly valuable and I’ve decided that’s going to be my next focus – I’m going to create a Facebook page dedicated to cruise.”
Anna Taylor, Shakespeare Luxury Travel “Last year’s conference in Belfast was brilliant and this one was
incredible, so it just gets better and better. I loved speaking on a panel, even though I was nervous. Sitting alongside three incredible travel bookers was a highlight in my career. I was flattered to be invited to speak and said yes straight away. Being at this conference with all the incredible people within our industry was just fantastic.”
industry that can’t be replicated by technology and that means we have to become experts not only in the product, but also experts in our customers. “We have to be able to tailor-make holidays with lots of
understanding, compassion and empathy and all of those human traits that technology cannot replicate. “So we’re encouraging agents to explore originating
the packaging ourselves or adding on to Atol-protected packages by working with our supplier partners.”
‘Catering for disabled customers is a win-win’
An agent has urged the trade to give more attention to the needs of travellers with disabilities as doing so makes a “huge difference” to the customer while boosting agents’ earning potential. InteleTravel homeworker
Caroline Hamilton, who has a son with autism and dyspraxia, recommends that agents should make sure they always ask clients if anyone in the group has special requirements. Any extra efforts to help
travellers who have hidden disabilities will be hugely
travelweekly.co.uk
Caroline Hamilton
appreciated, Hamilton told delegates at the annual conference. She said: “People will book with
you again. They will think, ‘That agent was so good – they made sure everything was special for my child’.” The mother of three, who joined
InteleTravel four years ago, said her 11-year-old son is treated “like a VIP” at airports because he wears a sunflower lanyard indicating that he has hidden disabilities. Help can usually be secured for
clients by making a five-minute call to an airport or filling out a form, Hamilton added.
16 NOVEMBER 2023 17
James Ferrara
NEWS attend group’s annual forum, themed Our Time to Shine. Andrew McQuarrie reports from Malaga
Ferrara: We’ll use AI tools to save you time and earn more
PICTURES: Jesús Jiménez; Shutterstock/Sean Pavone, LDprod
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