The scammers and thieves who continually target the travel industry and cause billions of dollars every year in fraud have met a powerful new foe--machine-learning algorithms that are catching up to their best moves. The $8.2-trillion travel-and-hospitality business is especially vulnerable to multiple forms of fraud. Thieves with stolen credit cards can buy tickets online or with mobile devices. Because these tickets are intangible and perishable, blocking the fakes is a race against time. In 2018, travel and tourism was the third-most targeted industry by cybercriminals, after finance and retail, an IntSights study found.

Intelligent technology is having a significant impact on the way customers interact with the public sector. In this article the experts at Agilisys offer an opinion on the shape of citizen interactions to come. In its recent report, The Future of Jobs, the World Economic Forum (WEF) suggested that automation, software and robots are not just changing skills requirements but replacing certain jobs altogether. While this may be worrying for those with manual, repetitive or labour-intensive jobs, it's important to focus on the 2.1 million new jobs that will be created in more specialised areas. Too often shrouded in mystery and fear, Artificial Intelligence (AI) and intelligent automation could actually revitalise innovation and revolutionise working practices.

Celaton's intelligent automation software, inSTREAM, enables organisations to deliver better customer service, faster. Unique to inSTREAM is its ability to learn through the natural consequence of processing, watching what people do and interacting with them. It applies artificial intelligence to streamline labour intensive clerical tasks and decision making in a way that hasn't been possible before. Despite the ever increasing choice of media channels, customers continue to communicate in an unstructured and descriptive way. While it may be easy for people to understand this, it's not possible for machines because they can only understand structured formats.