Bret Taylor, OpenAI chairman and Sierra co-founder, says AI agents will redefine travel by serving as digital concierges that deliver high-touch, personalized experiences at scale. He already uses ChatGPT to plan trips and believes consumers will increasingly rely on AI for decisions once made by human travel agents. Taylor sees voice and multimodal interactions as the next leap, enabling AI to handle calls, display media, and eventually use video to engage travelers. This shift could cut service costs, expand loyalty-driving interactions, and create long-term customer memory. He warns incumbents like Expedia, Booking, and Airbnb must act quickly, since AI agents are moving consumer behavior faster than companies can adapt, opening the door for new leaders in travel.
