The Rise of AI and its Impact on Travel Training

Artificial Intelligence (AI) is trending everywhere these days. Whether you’re using ChatGPT to generate dinner recipes (guilty!) or experimenting with custom applications, it’s likely that you’ve interacted with AI in some way recently. There’s a saying that AI itself won’t replace your job, but someone who uses AI will replace someone who doesn’t. That idea resonated with me. As Director of Innovation, I’m always searching for ways to streamline my work, and, when used responsibly, AI provides “cheat codes” that make my role easier.

AI’s Role in Travel Training

But what about the field of travel training? How has AI influenced both travel trainers and the travelers they work with?

AI Tools Enhancing Travel

There’s a wide range of travel technology powered by AI technology. Here are a few commonly used in the field of travel training:

• Google Maps and Waze use AI to predict travel times and to recognize voice commands from users.

• Be My Eyes and Navilens assist with wayfinding, enhancing accessibility for travelers.

• Meta AI Glasses support wayfinding, web searches, and real-time troubleshooting.

AI Tools Streamlining Administrative Tasks

AI doesn’t just help travelers on the move, it’s also improving efficiency on the administrative side of travel training. The following AI-powered tools can be valuable for optimizing daily workflows in various roles:

• Calendar AI apps like Microsoft Copilot help synchronize calendars and schedule team meetings.

• Notetaking applications such as Firefly and Otter AI make capturing meeting minutes easier.

• Summary tools like ChatGPT facilitate the writing of concise notes.

• Scribe assists with creating how-to guides for technology use.

  
  

Guidelines for Responsible AI Use

AI is truly transformative, and it’s important to be ready to embrace it so that both clients and staff can get the most out of travel training. However, it’s essential to recognize AI’s limitations and use it responsibly. In my workplace, we adhere to strict guidelines regarding AI use—lines that cannot be crossed. Here are some key practices we follow at Envision Unlimited:

1. AI should never replace human judgment

A travel trainer should never rely on “AI told me to” as an excuse. Human approval is always required for notes and plans, and, in the moment, the final decision about routes or actions rests with you—not with a piece of technology. Ultimately, the responsibility lies with the human, not the AI.

2. Understand what data AI collects and how the data used

Many AI systems are “open,” meaning they learn from every piece of data you provide. Most free AI tools operate this way, which is why we have a strict rule: never input private information about ourselves, our staff, or our clients into any AI system. We maintain a list of 19 types of personal information that must never be shared, including full names, addresses, client ID numbers, as well as photos and videos. “Closed” AI technologies—paid systems that keep data within the organization’s environment—are safer, but they also tend to be costly. As a company, we carefully decide which tools are worth the investment; Microsoft Copilot, for example, is one we chose for email, meeting transcription, and data analysis.

3. Clients must maintain informed consent about AI technologies

When it comes to disclosure, it’s our responsibility to ensure that clients understand both the risks and benefits of using AI technology. If a client wishes to incorporate AI into travel training sessions, we must secure their informed consent. This means they need to understand how their data is collected, what might be done with it, and the risks to their privacy. If a client’s decision differs from ours, that’s okay—our role is to educate, not to persuade.

4. Establish an AI Ethics Committee

It’s wise to consider forming an AI ethics committee to review and approve new technologies, and to discuss the ethical considerations and limitations associated with AI. We don’t allow staff to use every new technology that appears. Any new technology must go through trials and be vetted by our AI ethics committee, so we fully understand data use and can weigh the costs and risks. While our process may be lengthy or even frustrating at times, it’s designed to protect both our data and our clients’ data.

5. Technology is a tool, not a replacement for knowledge

Batteries die, phones get lost. No matter how advanced the technology becomes, we want to ensure both staff and clients are equipped to travel independently of it. While it may be challenging (Don’t ask me to willingly give up my Google maps! You can pry it from my cold, dead hands!) everyone should have the skills to read a paper map and ask for directions. I recommend doing a trial run without technology to assess how clients manage “in the wild” and to ensure they have strong advocacy and problem-solving skills.

Continuous Learning and Growth

I’m still relatively new to AI technology and certainly don’t know everything! However, learning how to safeguard privacy while fostering innovation has dramatically improved my productivity.

I’m open to hearing how your organizations use AI technology. Any success stories? Any cautionary tales? Email me at Kristen.salkas@gmail.com to share!