So, perhaps this same AI will be applied as a sort of human travel arranger arbitrage in the same clunky ways telephony IVR attempted to frustrate us until advising we press 4 to speak to an actual human. We’ll see.
What is going to happen in aviation is wider interest in specific areas relating to convergence within the consumer workflow. It will also get feisty as we see attempts to block out access or control access to information feeds.
For example, in the consumer space, you could probably write several essays for and against the ways in which API ecosystems and information feed access impacted the online services we use today. Just look at Twitter and their ongoing and shifting relationship with developers
What convergence will look like in air travel will come down to how our personal preferences are brought to the travel experience. So, as odd as it might sound, one type of personal preference could include adding in security considerations.
Modern travel booking applications for the web support travel arrangers. What if that travel arranger was an AI? What if you could start with AI for common requests but have a fallback to a human for review? Or, perhaps you just say you don’t want anyone to have access to anything besides you the carrier… and whatever number of third-parties deemed “okay” by that carrier.
Whatever does take place, the convergence will likely mean the interaction requirements will be drastically simplified so that when you call or use an application, some credentials or factors for authentication will proceed your wait time experience. Anything that improves the timeline between a travel desire and carrier revenue will be up for grabs.
Pockets of that convergence exist today but they are really crude. Caller ID (setting aside a spoofing debate for the moment) is the most conspicuous one. Then again, there are brittle areas here as reliance upon legacy IVR functions like proper DTMF
handling can often be less than uniform.