E160 ‘AI in Travel: Enhancing Customer and Employee Experience’ with Datalex’s Ashley Woods

Today’s guest is Ashley Woods, Director of Engineering, Data and AI at Datalex. In the episode, Ashley dives into the transformative role of AI in the travel sector. Datalex is at the forefront of revolutionising eCommerce solutions for airlines and Ashley shares some fascinating insights into how AI is reshaping both customer and employee experiences.

Ashley began his career in process management and project management before delving into the tech side of things. His growing interest in data and AI led him to his current role at Datalex, where he is focused on leveraging data to drive technological advancements in the travel

Datalex specialises in providing eCommerce solutions to airlines, helping them manage various systems that keep flights running smoothly. Their technology improves the customer booking journey by offering better pricing, more accessible ancillary services and an overall smoother experience.

He explains that Datalex’s solutions enhance the airline booking process by integrating with inventory management systems and managing bookings, thereby streamlining the customer experience. For instance, if you’re booking a flight with Aer Lingus, Datalex’s technology might be behind the scenes optimising your booking experience.

One of the key elements in Datalex’s success is its partnership with AWS. Ashley discusses how tools like CodeWhisperer, Amazon Q and Amazon Bedrock are being utilised to enhance their offerings. These tools are not only accelerating development but also improving the experiences of both customers and employees.

For example, Amazon Q Developer has been integrated into the IDE for developers, allowing them to work more efficiently without constantly switching windows. This seamless integration enhances productivity and streamlines the development process.

A standout feature of Datalex’s offering is their dynamic pricing solution. The company’s AI models adjust airline ticket prices in real-time based on market conditions, competitive data, and other influencing factors. This allows airlines to remain competitive and adapt quickly to changing demands without waiting for human intervention.

On the employee side, Datalex has implemented a chatbot system powered by AI to assist with knowledge retrieval. This system, which operates similarly to ChatGPT but with proprietary data, helps new employees navigate the company’s various information sources like Confluence, SharePoint and JIRA.

This AI-driven tool significantly simplifies onboarding by providing instant answers to common questions and directing users to relevant resources. It’s akin to having a knowledgeable senior engineer available at all times, making the onboarding process less overwhelming and more efficient.

Looking ahead, Ashley envisions further advancements in AI applications. He sees potential in expanding their pricing AI to incorporate more diverse data sources and enhance the personalisation of ancillary services. Additionally, he emphasises the importance of rapid prototyping and iterative development to continuously refine and improve their solutions.

Ashley’s insights underscore the powerful impact of AI on the travel industry and the broader tech landscape. By leveraging advanced tools and focusing on both customer and employee experiences, Datalex is paving the way for future innovations in travel and beyond.