Infosys Living Labs: Metaverse for Travel and Hospitality

Overview

In today’s highly networked, competitive, and technology-driven landscape, businesses face unprecedented challenges in anticipating threats and seizing emerging opportunities. The rapid pace of change, coupled with an expanding field of technological options, intensified competition, talent shortages, and resource constraints, demands more than isolated innovations; it requires a strategic and managed approach to transformation.

For organizations in industries like Travel and Hospitality, where customer experience and operational efficiency are paramount, embracing a structured innovation framework can be the differentiator. Companies must not only track market trends and competitive disruptions but also engage in rapid experimentation to harness emerging technologies effectively, from spatial computing to intelligent automation.

Infosys Metaverse Foundry for Travel and Hospitality

Infosys has recognized this imperative and made substantial investments in fostering innovation through purposeful services that prioritize co-creation with clients. With Infosys Living Labs, we have established a well-architected innovation framework that supports agile experimentation, enabling clients to test, refine, and scale solutions that meet real-world challenges. Designed to address the unique complexities of the Travel and Hospitality sectors, Infosys Living Labs delivers digital innovation to transform customer engagement, streamline operations, and secure long-term resilience. This commitment to systematic and scalable innovation equips our clients to future-proof their business models and confidently navigate the evolving technological landscape.

Infosys Living Labs for Travel and Hospitality

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Spatial Computing in Travel and Hospitality

The rapid evolution of spatial computing is set to reshape the Travel and Hospitality sector, integrating next-generation technologies that elevate customer engagement beyond traditional boundaries. With advancements in immersive X-Reality (AR, VR, and Mixed Reality), digital twins, Generative AI, 5G, blockchain, and digital currencies, the industry can now craft experiences that cater to the needs of today’s discerning travelers and guests, from the booking journey to in-destination personalization.

As Travel and Hospitality rebounds from the pandemic, demand has not only returned but is expected to accelerate. Between 2020 and 2040, global air passenger traffic is projected to rise at an annual rate of 3.3%, while air cargo volume is on track to grow by 50% by 2030. In this environment, spatial computing offers unique solutions to meet these demands, enhancing guest experience, optimizing booking engines, and supporting personalized offerings across the customer lifecycle.

Through digital twins of hotels, resorts, and even aircraft interiors, travelers can engage in “try-before-you-buy” scenarios—virtually exploring room layouts, amenities, and in-flight services before committing. By leveraging X-Reality for destination previews and personalized recommendations, airlines, hotels, and travel companies can reduce booking friction, increase conversion rates, and boost satisfaction scores.

Spatial computing also opens new possibilities for ancillary revenue, allowing brands to upsell experiences, offer immersive add-ons, and create loyalty programs that reward meaningful engagement. For Travel and Hospitality providers, the fusion of digital and physical experiences through spatial computing represents a paradigm shift, enabling them to deliver seamless, memorable, and value-driven journeys tailored to the modern traveler.

Quantum Computing in Travel and Hospitality

Quantum computing stands poised to revolutionize the Travel and Hospitality industry, enabling solutions to complex problems that classical computing cannot efficiently solve. With the ability to process vast amounts of data and tackle optimization challenges in real time, quantum computing opens new frontiers in predictive analytics, operations efficiency, and personalized guest experiences.

As the industry grapples with dynamic demand patterns, price fluctuations, and intricate logistics, quantum computing offers transformative capabilities. For airlines, quantum algorithms can analyze and optimize massive datasets to improve flight scheduling, route planning, and fuel efficiency, while reducing operational costs. In hospitality, quantum computing can enhance revenue management by processing thousands of variables—such as demand surges, seasonality, and guest preferences—to generate precise, real-time pricing models that maximize occupancy rates and RevPAR (Revenue per Available Room).

Quantum computing also elevates customer personalization. By handling complex data inputs, it can enable hyper-personalized itineraries that adapt dynamically to traveler behaviors and preferences, crafting unique guest experiences across booking platforms, loyalty programs, and in-stay services. From advanced fraud detection in payment processing to optimizing supply chain logistics for in-room amenities and food and beverage operations, quantum computing enables Travel and Hospitality businesses to operate with greater precision and agility.

Though still emerging, quantum computing promises to reimagine how the Travel and Hospitality industry approaches problem-solving, allowing companies to deliver unprecedented value and innovation in a highly competitive and data-driven environment.

Artificial Intelligence in Travel and Hospitality

Artificial Intelligence (AI) is reshaping the Travel and Hospitality industry, enabling organizations to streamline operations, personalize guest interactions, and drive revenue growth at every stage of the customer journey. With powerful capabilities in machine learning, natural language processing, and predictive analytics, AI is creating transformative efficiencies and experiences across airlines, hotels, and travel providers.

In the hotel sector, AI-powered tools enhance guest services from booking to checkout. Intelligent chatbots and virtual concierges provide 24/7 customer support, managing inquiries and preferences with instant, context-aware responses. This frees staff to focus on high-touch guest interactions, while AI seamlessly handles requests for room upgrades, restaurant reservations, and amenity suggestions—driving upsells and increasing revenue per guest. Through sentiment analysis and feedback monitoring, AI also enables properties to improve guest satisfaction and loyalty by rapidly addressing service gaps.

For airlines, AI algorithms streamline operations and enhance the passenger experience. From demand forecasting to route optimization, AI-powered systems improve load factor predictions, optimize crew scheduling, and ensure efficient baggage handling. AI also enables hyper-personalized offerings, analyzing customer profiles and purchase history to deliver targeted promotions, loyalty rewards, and real-time flight updates, boosting customer engagement and ancillary revenue.

Moreover, AI-based image recognition and spatial analysis tools empower hotels and airports to manage foot traffic, enhance security, and improve cleanliness standards, a priority in the post-pandemic world. In revenue management, machine learning algorithms continuously analyze booking trends, competitor rates, and seasonal patterns to optimize pricing, maximizing RevPAR (Revenue per Available Room) for hotels and increasing yield for airlines.

By automating repetitive tasks, enhancing decision-making, and providing actionable insights, AI allows Travel and Hospitality companies to innovate faster and provide an elevated, seamless experience tailored to the needs of the modern traveler. As AI continues to advance, its role in the industry will deepen, driving operational agility and fostering meaningful customer connections.