What AI Does and Doesn't Do at Brighter Latitude
Customers have been reaching out with concerns about whether AI is actually building their trips, and why not just use an AI solution to ask for a schedule instead, given the existence of our chat and phone implementations.
To address those concerns, I wanted to write an entry to be fully transparent about how we use AI.
To be perfectly clear, our stance is that AI is a tool, plain and simple. As such, the core of it is learning how to use it. I personally see it as a knife, given its potential to be helpful and harmful at the same time. A knife could cut the thumb of someone who has no training on how to use it. In a chef's hand, on the other side, it can be used to make the most enticing dishes. The knife is not inherently good or bad; it is how it is used that determines its value.
This is the philosophy we followed: How can AI be used to improve the customer experience without disrupting the core value proposition we provide to our customers? In this case, that is the capacity to tailor the experience of going to Europe without any friction.
When it comes to Brighter Latitude, we followed this guideline in two main ways.
1. Support channels available 24/7
Our chat and voice assistants offer an initial way to ask questions and share trip preferences. We support English and Spanish. These tools gather information for a person to review; they do not replace a planner or provide emergency support.
No planning is done at this stage. The output is given to the planning specialist afterwards.
If you prefer to speak with a person, use the form or email us directly. A person will review your request and arrange the next conversation. Automated availability is not a promise of immediate human support.
2. Faster availability checks
Operationally, AI can help organize availability enquiries and information from our partners. A person still confirms current availability, terms and suitability before a booking is presented as confirmed.
Besides these two use cases, everything else is handled by a person.
Our promise
The experiences are crafted by people who understand Europe, listen to your priorities and work with carefully selected partners across the continent. Tools assist that work; they do not take responsibility for your trip.
We have customer experience as the base of our value proposition, and we want to keep it that way, AI or no AI.
Hope this makes our stance clear on this matter.
Enjoy your trip. Make it worthwhile!!