Club Med, a pioneer in the travel industry, has introduced a new conversational service on WhatsApp powered by generative artificial intelligence. This innovative service was first launched in Brazil and has now been successfully rolled out in France. To support this new initiative, Club Med organized a Hackathon to empower its teams and drive innovation.
In line with its strategic pillar of “Happy Digital,” Club Med implemented a data strategy in 2022 with the deployment of its own Data Factory. Following this, the company committed to developing and implementing a generative artificial intelligence strategy in March 2023. The primary use case of this AI strategy was to support the Club Med agency teams, known as Travel Experience Designers (TEDs), in their daily tasks by simplifying access to information for customer interactions.
Several new use cases have been deployed as part of this generative AI strategy, including a translation engine in supply tools, automatic indexing of images in the media library, and the semi-automated programming to modernize legacy code. Club Med ensures that its AI strategy aligns with ethical principles by establishing an ethics committee chaired by Professor Jean-Gabriel Ganascia, an expert in artificial intelligence and philosophy.
One of Club Med’s key objectives with generative AI is to enhance the customer experience by leveraging conversational tools like WhatsApp as a new booking channel. The new tool, GM Copilot, utilizes LLM and RAG technology integrated into WhatsApp to provide instant and personalized service to customers. This initiative was initially launched in Brazil and has since expanded to other markets, with promising results from over 30,000 conversations via GM Copilot.
Following the success of GM Copilot, the service was launched in France in November 2024, with plans to roll out the chatbot to all markets in 2025. In parallel, Club Med organized a three-day Hackathon in collaboration with Microsoft to leverage AI for improving team efficiency. Six projects were studied, involving different business teams such as sales, purchasing, human resources, marketing, legal, and IT, to address specific needs and provide innovative solutions.
Three of the projects developed during the Hackathon will be launched in production in the coming months, with the writing assistant already being used by French-speaking teams. Projects related to purchasing, staff assignments, and legal document research are expected to scale up in 2025. Club Med’s commitment to innovation and leveraging AI technologies underscores its dedication to enhancing the customer experience and optimizing team efficiency. The world of technology is constantly evolving and advancing, with new innovations and breakthroughs being made every day. One of the most exciting developments in recent years is the rise of artificial intelligence (AI) and machine learning.
AI and machine learning are revolutionizing the way we live, work, and interact with the world around us. These technologies have the potential to transform industries, improve efficiency, and enhance our everyday lives in ways we never thought possible.
One of the most significant applications of AI and machine learning is in the field of healthcare. These technologies are being used to develop new diagnostic tools, improve treatment options, and personalize patient care. By analyzing vast amounts of data and identifying patterns and trends, AI can help healthcare professionals make more accurate and informed decisions, leading to better outcomes for patients.
In the field of education, AI and machine learning are also making a profound impact. These technologies are being used to create personalized learning experiences for students, helping them to reach their full potential. By analyzing student data and adapting teaching methods accordingly, AI can help educators identify areas where students may be struggling and provide targeted support to help them succeed.
AI and machine learning are also being used in the financial sector to detect fraudulent activity, improve risk management, and enhance customer service. By analyzing customer data and transaction histories, AI can help financial institutions identify suspicious behavior and take action to prevent fraud. These technologies are also being used to develop more accurate predictive models, helping financial institutions better understand market trends and make informed investment decisions.
In the field of transportation, AI and machine learning are being used to develop autonomous vehicles that can navigate roads and traffic patterns with ease. These technologies are also being used to optimize routes, reduce congestion, and improve fuel efficiency. By analyzing real-time data from sensors and cameras, AI can help vehicles react to changing conditions and make decisions in real-time to ensure a smooth and safe journey.
Overall, the potential applications of AI and machine learning are endless. From healthcare to education, finance to transportation, these technologies are revolutionizing industries and changing the way we live. As we continue to harness the power of AI and machine learning, the possibilities for innovation and advancement are truly limitless.
