Club Med says that its new objectives with generative AI are to support and enhance the customer experience by making conversational tools (WhatsApp, Messenger, We Chat, etc.) a new booking channel, offering an instant and personalised service at any time.

This allows Travel Experience Designers (TEDs) to focus on higher-value tasks by delegating the most basic ones to AI. Thanks to this new conversational tool, customers can ask questions via WhatsApp, request quotes for their future stays and receive real-time answers within seconds at any time of day or night, adds the company. 

"This new tool, named GM Copilot, relies on LLM (Large Language Model) technology, specifically Microsoft Azure OpenAI and a technology known as RAG (Retrieval Augmented Generation), both directly integrated into WhatsApp. We are proud to be among the pioneers in the application of this technology," says Quentin Briard, CEO of Marketing Digital G Technology at Club Med.

This initiative was first launched in Brazil in early 2024, before being deployed in Singapore, Malaysia the United Kingdom, Belgium and Switzerland. More than 30 000 conversations have already taken place via GM Copilot with promising results, Club Med adds.

The deployment of the chatbot is expected to be rolled out to all markets in 2025, says the company. 

Club Med's strategy regarding artificial intelligence has been deployed aligning with an ethical approach as it has set up an ethics committee chaired by Professor Jean-Gabriel Ganascia, concludes Club Med.

For more information, visit www.clubmed.co.za. You can also follow Club Med on Facebook, X or on Instagram.

*Image courtesy of Facebook