Mohamed Jailam presents Artificial Intelligence’s role in travel at GM Forum 2024

At the Hotelier Maldives GM Forum 2024, Mohamed Jailam, CEO and Managing Director of Javaabu and Co-Founder of DhivehiGPT, delivered a presentation titled “How Artificial Intelligence (AI) Will Revolutionise Travel.” His talk centred on how AI is already transforming various sectors, and the potential it holds for revolutionising the travel and hospitality industry.

Jailam began his presentation by addressing the audience of business leaders, noting that AI, though often discussed as a modern buzzword, is far from a new concept. He likened AI’s current role to that of Google Maps, which, since its introduction in the early 2000s, has radically improved how travellers navigate and explore new places. “Google Maps made travel easier, cheaper, and most importantly, safer,” Jailam remarked. AI’s current advancements, according to him, are poised to drive even greater transformations in travel.

To help the audience grasp the core of artificial intelligence, Jailam explained neural networks, drawing a comparison to the human brain. He used a simple analogy: how a neural network can distinguish between pictures of cats and dogs by processing and classifying images based on large sets of labeled data. AI, he emphasised, is essentially the result of vast amounts of training data and can be applied to multiple areas of business—from predicting sales to understanding customer behaviour.

“Artificial intelligence is not about replacing humans, but amplifying human ingenuity,” Jailam quoted Satya Nadella, CEO of Microsoft. He underscored that while AI could handle certain tasks more efficiently, it would not replace the human element that makes travel and hospitality memorable. “People travel to be greeted by a human smile,” he said, urging the industry not to sacrifice human warmth for automation.

At the heart of Jailam’s presentation was his belief that AI agents represent the future of the travel industry. AI-powered agents, he explained, will revolutionise how businesses interact with potential customers. These agents will go beyond static websites, engaging with users in their native languages, providing personalised recommendations, and answering detailed questions—such as dietary preferences or local services—as if they were human travel consultants.

He demonstrated a video clip featuring a conversation between a man and an AI agent. The AI, using natural language processing, recognised the man’s emotions and responded accordingly. “This is the future,” Jailam remarked. “AI agents that can understand and respond to users in a human-like fashion will be key in transforming how travel businesses engage with their clients.”

He offered various use cases for AI in travel:

• AI-driven booking agents that interact with travellers before their journey even begins.
• AI helplines that assist travellers in real time during their journey, providing information about bookings, local destinations, and services.
• AI butlers that replicate personalised luxury experiences, even in budget hotels, by handling guest requests 24/7.
• AI tour guides that offer real-time, location-based information enhanced with AR and VR, giving tourists rich, multimedia storytelling at heritage sites.
• Real-time speech-to-speech translation services that bridge language gaps, allowing travellers to communicate seamlessly in foreign countries.

These AI applications, Jailam argued, would make premium services more affordable and accessible, thus elevating the entire travel experience.

Jailam also addressed concerns about whether smaller startups or local businesses could compete with global AI giants like OpenAI or Google. His response was optimistic: “There’s always a gap in the local market, especially when it comes to native stories and knowledge,” he explained, encouraging businesses to leverage AI technologies to create custom applications for local needs.

While global models like ChatGPT may provide a general understanding, Jailam emphasised the importance of building AI tools that understand the unique nuances of local markets, cultures, and customer preferences.

Jailam concluded by likening AI to electricity, quoting Google Brain co-founder Andrew Ng: “Just as electricity transformed industries a century ago, AI will transform nearly every business in the coming years.” He urged the attendees to embrace AI early, as those who do will gain a competitive edge, while others risk falling behind.

Before finishing, Jailam attempted a live demonstration of a locally-produced agent, showcasing an AI system designed specifically for the Maldivian market. It underscored the potential of AI to support local languages and improve customer experiences in the Maldives.

The forum ended with Jailam’s message: “AI agents are the future of travel,” encouraging the industry to adopt this cutting-edge technology to stay competitive in an increasingly automated world.

This year’s GM Forum, now in its eighth edition, focused on ‘The Evolving Luxury Landscape’ in the Maldives. Industry leaders discussed the future of luxury travel, including the new luxury traveller’s psyche, digital marketing, and sustainable practices. The forum featured diverse panels and interactive sessions, emphasising personalised guest experiences and local cultural integration. It aimed to foster active participation and share innovative case studies from the luxury travel industry.

Sponsors and partners of GM Forum 2024, the largest gathering of hospitality leaders, include:

• Ooredoo Maldives: Digital Partner (Title Sponsor)
• Bestbuy Maldives (BBM): Silver Sponsor
• Dhivehi Insurance: Silver Sponsor
• Fuel Supplies Maldives: Silver Sponsor
• Maldives Airports Company Limited (MACL): Silver Sponsor
• Manta Air: Aviation Partner
• Male’ Aerated Water Company: Beverage Partner
• Atmosphere Wellness: Wellness Partner
• Souvenir Marine: Transport Partner
• Printlab: Printing Partner
• CROSSROADS Maldives: Venue Partner
• Lights Out: Coverage Partner
• Associate Sponsors: Alia Investments, Villa Hakatha, GAGE, Wyntronix, Uniforms Unlimited and Spa Ceylon Maldives