Sanjay Mohan and Ankit Khanna’s tech groups at MakeMyTrip are discovering modern methods to make use of generative AI to enhance traveller experiences. Sanjay is the chief know-how officer, and Ankit the chief product officer for the lodge, development & rising companies. They usually have some 1,200 folks of their product and knowledge science groups, and one other 1,000 within the engineering crew.Ankit says one main Gen AI use case has been in lodge critiques. Motels are inclined to have lots of, generally 1000’s of critiques. “It’s cumbersome for the user to decide which review to read and which not to,” says Ankit. So, they’ve used Gen AI to create summaries of lodge critiques, serving to the person to keep away from losing time wading via many critiques. “This one paragraph will give you a full view on why people prefer a hotel, what they like or dislike about it,” says Ankit, who was product-incharge at Careem, Freecharge and Snapdeal earlier than becoming a member of MMT in 2019.This type of summarisation is one thing that Amazon too not too long ago began doing with critiques of merchandise on {the marketplace}. A single paragraph offers a gist of all of the critiques.Ankit’s crew has additionally used Gen AI to create a chatbot known as Myra that helps plan a person’s journey. The chatbot understands Hindi, English, and Hinglish. “A lot of people are not comfortable with typing, but very comfortable with speaking. Also, in the case of flights, there

are too many permutations, and in the case of hotels, the search is very content-led, where you actually have to read a bit to reach a decision,” Ankit says.Myra simplifies all this by offering extra exact suggestions, based mostly on what the person tells her by voice.Sanjay says this has additionally helped in reaching out to customers in tier-III and tier-IV cities, those that usually are not snug talking – or filling out particulars – in English. “These models have become much better and more accurate at language translations. So, you can start shopping, you can book a flight using voice, you can enter all the information by voice,” he says.Placing journey in contextMMT’s groups are additionally utilizing GenAI’s capability to extract themes based mostly on context. As an example, when selecting inns, the context of journey is important – the person could also be planning a household journey, or a enterprise journey, she could also be travelling solo or with buddies. The person will likely be solely in inns and critiques which are related for that specific journey. “So, we slice and dice user generated content (UGC) accordingly, and Gen AI contextualises the travel by extracting relevant content from the UGC,” Sanjay says.GenAI breaks down the content material via what are known as tags, enabling it to supply thematic context – how the lodge fares when it comes to location, facilities supplied, meals. “The summary changes, depending on the nature of the search,” says Sanjay, who got here to MMT in 2015 after stints at Yahoo and Infosys.GenAI additionally synthesises the content material – it creates a paragraph round the important thing themes which are of relevance to the traveller. And that is utilized to sub-categories, too. As an example, what’s distinct a couple of specific lodge in a locality? “For this, we use data-science models, again created by Gen AI, to ask, among all the similar hotels in a particular neighbourhood – clubbed with star rating, price point, etc – what is it about the hotel that makes it stand out,” says Sanjay.For each lodge, he says, Gen AI will inform the traveller three issues – it could possibly be the youngsters’s space, meals, wheelchair accessibility – that make it stand out. This helps make higher choices.

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