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E tourism

  1. 1. www.sti-innsbruck.at© Copyright 2008 STI INNSBRUCK www.sti-innsbruck.at Semantic Enabled Carmen Brenner, Dieter Fensel, Michael Fried, Jennifer Kaiser, Birgit Leiter, and Ioannis Stavrakantonakis
  2. 2. www.sti-innsbruck.at Application Field eTourism Overview 1. Facts and Figures on Tourism in Austria and Tyrol 2. Multi-channel communication (MCC) 3. MCC and yield management (YM) 4. MCC, YM, LOD, and service integration on-the-fly as- you-go 5. The value proposition in eTourism 6. Summary 2
  3. 3. www.sti-innsbruck.at Facts and Figures on Tourism in Austria and Tyrol • Number of accomodations in Austria (http://www.statistik.at/web_en/statistics/tourism/accommodation/accommodation_capacity/034896.html) – Commercial 20.000 – Private 50.000 • Number of bedplaces winter/summer: 1 Mio. (http://www.statistik.at/web_en/statistics/tourism/accommodation/accommodation_capacity/034896.html) • Intensity of tourism supply (beds per 1.000 inhabitants) (http://www.statistik.at/web_en/statistics/tourism/accommodation/accommodation_capacity/060644.html) – Total winter 119 (447 in Tyrol) – Total summer 124 (467 in Tyrol) 3
  4. 4. www.sti-innsbruck.at • Total overnight stays 126 Mio (42,7 Mio in Tyrol) (http://www.statistik.at/web_en/statistics/tourism/accommodation/arrivals_overnight_stays/029044.html) • Travel intensity per inhabitant (number of overnight stays divided by the resident population): Total 16 (63 in Tyrol) (http://www.statistik.at/web_en/statistics/tourism/accommodation/arrivals_overnight_stays/028972.html) • Direct employment in tourism: Total 307.000 (http://www.statistik.at/web_de/statistiken/tourismus/tourismus-satellitenkonto/erwerbstaetige/019852.html) • Direct spendings of foreign and resident visitors: 30.586.000.000 € (http://www.statistik.at/web_de/statistiken/tourismus/tourismus-satellitenkonto/wertschoepfung/019849.html) • Direct percentage of overall GDP through tourism: 7.4% (http://www.statistik.at/web_de/statistiken/tourismus/tourismus-satellitenkonto/wertschoepfung/019848.html) Facts and Figures on Tourism in Austria and Tyrol 4
  5. 5. www.sti-innsbruck.at Facts and Figures on Tourism in Austria and Tyrol 5 source: http://www.tnooz.com/wp-content/uploads/2012/07/four-pillars-FULLjpg.jpg
  6. 6. www.sti-innsbruck.at Application Field eTourism Overview 1. Facts and Figures on Tourism in Austria and Tyrol 2. Multi-channel communication (MCC) 3. MCC and yield management (YM) 4. MCC, YM, LOD, and service integration on-the-fly as- you-go 5. The value proposition in eTourism 6. Summary 6
  7. 7. www.sti-innsbruck.at Obstacles of Multichannel Communication Exponential growth of Online Communication Channels 7
  8. 8. www.sti-innsbruck.at Obstacles of Multichannel Communication Exponential growth of Online Communication Channels Communication is becoming bi-directional 8
  9. 9. www.sti-innsbruck.at Obstacles of Multichannel Communication Exponential growth of Online Communication Channels Communication is becoming bi-directional Contents of communication are becoming more and more granular 9
  10. 10. www.sti-innsbruck.at The Crazy Hotelier 10 HOTEL RECEPTION The Hotelier of today has to deal with many different communication channels:
  11. 11. www.sti-innsbruck.at The Crazy Hotelier 11 HOTEL RECEPTION - walk-in customerThe Hotelier of today has to deal with many different communication channels:
  12. 12. www.sti-innsbruck.at The Crazy Hotelier 12 HOTEL RECEPTION - walk-in customer - telephone The Hotelier of today has to deal with many different communication channels:
  13. 13. www.sti-innsbruck.at The Crazy Hotelier 13 HOTEL RECEPTION - walk-in customer - telephone - email The Hotelier of today has to deal with many different communication channels:
  14. 14. www.sti-innsbruck.at The Crazy Hotelier 14 HOTEL RECEPTION - walk-in customer - telephone - email - fax The Hotelier of today has to deal with many different communication channels:
  15. 15. www.sti-innsbruck.at The Crazy Hotelier 15 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website The Hotelier of today has to deal with many different communication channels:
  16. 16. www.sti-innsbruck.at The Crazy Hotelier 16 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites The Hotelier of today has to deal with many different communication channels:
  17. 17. www.sti-innsbruck.at The Crazy Hotelier 17 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites The Hotelier of today has to deal with many different communication channels:
  18. 18. www.sti-innsbruck.at The Crazy Hotelier 18 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites The Hotelier of today has to deal with many different communication channels:
  19. 19. www.sti-innsbruck.at The Crazy Hotelier 19 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites - blogs The Hotelier of today has to deal with many different communication channels:
  20. 20. www.sti-innsbruck.at The Crazy Hotelier 20 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites - blogs - fora & destination sites The Hotelier of today has to deal with many different communication channels:
  21. 21. www.sti-innsbruck.at The Crazy Hotelier 21 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites - blogs - fora & destination sites - chat The Hotelier of today has to deal with many different communication channels:
  22. 22. www.sti-innsbruck.at The Crazy Hotelier 22 HOTEL RECEPTION - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites - blogs - fora & destination sites - chat - video & photo sharing The Hotelier of today has to deal with many different communication channels:
  23. 23. www.sti-innsbruck.at The Crazy Hotelier 23 HOTEL RECEPTION The Hotelier doesn’t only has to deal with an overwhelming number of communication channels, but also has to pay up to 15% sales commissions to the booking sites!
  24. 24. www.sti-innsbruck.at The Crazy Hotelier 24 HOTEL RECEPTION -> 80 million overnight stays -> 4 billion € transaction volume -> 101 million € sales commission
  25. 25. www.sti-innsbruck.at Efficient and Effective Online Communication • Solve these obstacles by mechanizing important aspects of these tasks, and therefore offer a scalable, cost-sensitive, and effective online dissemination solution. • Introduce a layer on top of the various internet based communication channels that is domain specific and not channel specific. 25 Information model defines the type of information items in the domain Channel model describes the various channels, the interaction pattern, and their target groups Weaver mappings of information items to channels
  26. 26. www.sti-innsbruck.at Channel Model Information Model The three pillars of Online Communication Branch specific concepts Collect feedback + statistics Web 3.0/Mobile/OtherWeb/Blog Distribute content Social Web Weaver 26
  27. 27. www.sti-innsbruck.at Information model The information model defines the type of information items in the touristic domain. The domain ontology has following features: • Ability to map as many business entities as possible • Meaningful information for LOD exposure • Compatible with Good Relations and schema.org for SEO 27
  28. 28. www.sti-innsbruck.at Tourism Ontology 28
  29. 29. www.sti-innsbruck.at Example hotel information item acco:Hotel gr:name: Hotel Rotes Wildschwein gr:description: Romantik Wellness Hotel in the Tyrolean Mountains schema:geo: 47° 16' 0" North, 11° 24' 0" East acco:size: 56 (rooms) acco:occupancy: 98 (persons) acco:occupancyAdults: 95 (adults) acco:occupancyInfants: 3 (infants) acco:petsAllowed: yes 29
  30. 30. www.sti-innsbruck.at Using the information model for tourism 30 The hotel’s perspective:
  31. 31. www.sti-innsbruck.at 31 The customer’s perspective: Using the information model for tourism
  32. 32. www.sti-innsbruck.at Channel model The channel model describes the different channels, their interaction patterns and the target groups. • Channels can be – online or offline – for broadcasting or sharing – for group communication or collaboration – of static or dynamic information • The number of different channels is growing constantly • The target groups are very different from channel to channel 32
  33. 33. www.sti-innsbruck.at Offline and Online Channels • Walk-in customer • Telephone • Email • Fax • Hotel website • Review sites • Booking sites • Social network sites • Blogs • Fora & destination sites • Chat • Video & photo sharing 33
  34. 34. www.sti-innsbruck.at Channels • Hotel website – Direct booking (crucial for a successful hotelier) – Content management system – Full control and ownership of data – Integration of social networks via like buttons, widgets, etc. • Email newsletters – Still a major means of marketing – Especially in tourism – Mostly for existing customers and not customer aquisition 34
  35. 35. www.sti-innsbruck.at Channels • Booking and Review Sites – Customers book over these channels – Customers can express positive as well as negative views – Quick reactions are important – Examples • Holidaycheck • tripadvisor • hotelkritiken.de • zoover • trivago • ciao.de • Votello • TrustYou • Hostelworld.com • Caribbean Style • Check my stay • Cosmotourist • Cruise Critic • Global Hotel Review 35 • Profi Hotelempfehlungen • Real Holiday Reports • Schiffsbewertungen • travel-and-guide.de • Travel Intelligence • Traveluation • TripsByTips • UnserSchiff.de • Yelp • ab-in-den-urlaub.de • Booking.com • Expedia.de • hotel.de • tiscover.com
  36. 36. www.sti-innsbruck.at Channels • Social Networks – Highly dependent on the target marketing area – Varying target groups for different businesses – Examples • Facebook • Twitter • Google Plus • 200+ social networks worldwide • Blogs – Emerging topics like tumblr – Often businesses enrich their classical online presence with an additional blog 36
  37. 37. www.sti-innsbruck.at Weaver The weaver is responsible for mapping of information items to the appropriate channels. • Separation of content and communication channels • Reuse of the same content for various dissemination means • Explicit alignment of information items and channels 37
  38. 38. www.sti-innsbruck.at Weaver component Elements 1 to 3 are about the content. They define the actual categories, the agent responsible for them, and the process of interacting with this agent. 1. Information item It defines an information category that should be disseminated through various channels. 2. Editor The editor defines the agent that is responsible for providing the content of an information item. 3. Interaction protocol This defines the interaction protocol governing how an editor collects the content. 38 The details of the Weaver
  39. 39. www.sti-innsbruck.at Weaver 39 Elements 4 to 9 are about the dissemination of these items. 4. Information type An instance of a concept, a set of instances of a concept (i.e., an extensional definition of the concept), or a concept description (i.e., an intentional definition of a concept). 5. Processing rule These rules govern how the content is processed to fit a channel. Often only a subset of the overall information item fits a certain channel. 6. Channel The media that is used to disseminate the information. The details of the Weaver
  40. 40. www.sti-innsbruck.at Weaver 40 7. Scheduling information Information on how often and in which intervals the dissemination will be performed which includes temporal constrains over multi-channel disseminations. 8. Executor It determines which agent or process is performing the update of a channel. Such an agent can be a human or a software solution. 9. Executor interaction protocol It governs the interaction protocol defining how an executer receives its content. The details of the Weaver
  41. 41. www.sti-innsbruck.at Weaver Example Holiday Package • Target group: families • Content: text and pictures Item: holiday_package Editor: Hotelier Type: Concept Description Channel: homepage/packages Schedule Constraint: date > current date Executor: Drupal (CMS) Executor Interaction Protocol: none 41
  42. 42. www.sti-innsbruck.at Weaver Example 42 Weaver Concepts Channels Holiday package Theater - weekend Seminar
  43. 43. www.sti-innsbruck.at More Weaver Examples Theater Weekend • Target group: senior couples • Content: text, pictures, video Conference • Target group: business audience • Content: text and pictures 43
  44. 44. www.sti-innsbruck.at Weaver Example 44 Weaver Concepts Channels Holiday package Theater - weekend Seminar
  45. 45. www.sti-innsbruck.at Weaver Example 45 Weaver Concepts Channels Holiday package Theater - weekend Seminar
  46. 46. www.sti-innsbruck.at Hotel Rotes Wildschwein 46 Homepage http://www.rotes-wildschwein.at
  47. 47. www.sti-innsbruck.at Hotel Rotes Wildschwein RSS feed http://www.rotes-wildschwein.at/rss.xml 47
  48. 48. www.sti-innsbruck.at Hotel Rotes Wildschwein Facebook page http://www.facebook.com/pages/Rotes- Wildschwein/321731534545050 48
  49. 49. www.sti-innsbruck.at Hotel Rotes Wildschwein Twitter https://twitter.com/#!/HotelRedBoar 49
  50. 50. www.sti-innsbruck.at Application Field eTourism Overview 1. Facts and Figures on Tourism in Austria and Tyrol 2. Multi-channel communication (MCC) 3. MCC and yield management (YM) 4. MCC, YM, LOD, and service integration on-the-fly as- you-go 5. The value proposition in eTourism 6. Summary 50
  51. 51. www.sti-innsbruck.at Multi-channel booking problem • Hotels are facing the multi-channel booking problem • More than 100 different booking channels available • Daily maintenance of right balance of rooms availability across more than 100 channels does not scale • Average time for hoteliers required to maintain a profile of a medium size hotel at one portal takes between 5 to 15 minutes a day • An effort of maintaining hotel’s profile on 100 portals would require then at least 20 hours of work 51
  52. 52. www.sti-innsbruck.at Multi-channel booking solution • The multi-channel solution for hotel-industry internet distribution seekda! connect seekda! IBE 52
  53. 53. www.sti-innsbruck.at 53 • Automatic support for online booking on multiple channels • One single entry point providing direct connections to different booking platforms • Simple, Web-based user interface for management of bookings seekda connect
  54. 54. www.sti-innsbruck.at 54 • Over 4200 accommodation facilities are using sekkda
  55. 55. www.sti-innsbruck.at Direct bookability for hotels • Booking quickly and directly via hotel Web sites • Seekda producs for direct bookability: – Dynamic Shop – Dynamic Shop Mobile • Benfits: – Hotels do not give part of their profit to booking chanells – Guests spend less time in booking using the instant booking engine solution of seekda 55
  56. 56. www.sti-innsbruck.at Dynamic Shop integrated in the Hotel website 56
  57. 57. www.sti-innsbruck.at Direct bookability for hotels • Does the customer find the hotel web site? • Does the customer trust the web site? • Are his/her requests properly answered? • Is his/her feedback taken serious and form a positive review of the hotel? 57
  58. 58. www.sti-innsbruck.at Multi Channel Communication and Yield Management • Multi-channel communication tools can improve revenues and benefits within the hospitality industry by: – Increasing the on-line visible presence of hotels – Make hotels offers visible to a broader audience via multiple channels – Attract potential guests to hotel websites and thus increase direct bookability – effective and targeted on-line marketing 58
  59. 59. www.sti-innsbruck.at + = holistic multi channel communication and yield management for the hotelier 59
  60. 60. www.sti-innsbruck.at Hotelnavigator http://www.youtube.com/watch?feature=player_embedded&v=rA0wdkPB7gA 60
  61. 61. www.sti-innsbruck.at Application Field eTourism Overview 1. Facts and Figures on Tourism in Austria and Tyrol 2. Multi-channel communication (MCC) 3. MCC and yield management (YM) 4. MCC, YM, LOD, and service integration on-the-fly as-you-go 5. The value proposition in eTourism 6. Summary 61
  62. 62. www.sti-innsbruck.at MCC, YM, LOD, and service integration on-the-fly as-you-go • Multi-channel communication • seekda booking engine • Linked Open Data (LOD) (http://linkeddata.org/) • On the fly service integration as you pay • Everything integrated into a comprehensive map 62
  63. 63. www.sti-innsbruck.at Multi-channel communication - walk-in customer - telephone - email - fax - hotel website - review sites - booking sites - social network sites - blogs - fora & destination sites - chat - video & photo sharing 63
  64. 64. www.sti-innsbruck.at Multi-channel communication Branch specific concepts Collect feedback + statistics Web 3.0/Mobile/OtherWeb/Blog Distribute content Social Web Weaver 64 SCEI
  65. 65. www.sti-innsbruck.at Multi-channel communication • Scalable on-line communication tool based on machine processable semantics, that supports processes such as yield, brand, and reputation management. • SCEI is entitled to support the following process: 1. Content creation 2. Selection of publication channels 3. Content adaptation 4. Publication 5. Feedback collection 6. Content detection 7. Impact analysis 65
  66. 66. www.sti-innsbruck.at SCEI Reference architecture Semantic RepositoryContent Management System Publication Workflow Engine/ Communication patterns Domain and task specific interface Domain and task specific interface … Content creator Engagement Impact Analysis SCEI Workflow designer Target users Media Monitoring 66
  67. 67. www.sti-innsbruck.at 67 seekda booking engine
  68. 68. www.sti-innsbruck.at seekda booking engine - direct bookability for hotels • Booking quickly and directly via hotel Web sites • Seekda producs for direct bookability: – Dynamic Shop – Dynamic Shop Mobile • Benfits: – Hotels do not give part of their profit to booking chanells – You do not loose the guest having him booking other hotels 68
  69. 69. www.sti-innsbruck.at 69 Linked Open Data (LOD) • Web of Documents • Web of Data “Documents” “Things” Hyperlinks Typed Links
  70. 70. www.sti-innsbruck.at 70 Linked Open Data (LOD) LOD Principles: 1. Use URIs as names for things. 2. Use HTTP URIs so that people can look up those names. 3. When someone looks up a URI, provide useful RDF information. 4. Include RDF statements that link to other URIs so that they can discover related things.
  71. 71. www.sti-innsbruck.at 71 Linked Open Data (LOD) Figure from http://www4.wiwiss.fu-berlin.de/lodcloud/state/, September 2011 Facts: • 295 data sets • Over 31 billion triples • Over 504 billion RDF links between data sources
  72. 72. www.sti-innsbruck.at Linked Open Data (LOD) • Use LOD to integrate and lookup data about – places and routes – time-tables for public transport – hiking trails – ski slopes – points-of-interest 72
  73. 73. www.sti-innsbruck.at Linked Open Data (LOD) - data sets • Open Streetmap • Google Places • Databases of government – TIRIS – DVT • Tourism & Ticketing association • IVB (busses and trams) • OEBB (trains) • Ärztekammer • Supermarket chains: listing of products • Hofer and similar: weekly offers • ASFINAG: Traffic/Congestion data • Herold (yellow pages) • City archive • Museums/Zoo • News sources like TT (Tyrol's major daily newspaper) • Statistik Austria • Innsbruck Airport (travel times, airline schedules) • ZAMG (Weather) • University of Innsbruck (Curricula, student statistics, study possibilities) • IKB (electricity, water consumption) • Entertainment facilities (Stadtcafe, Cinema...) • Special offers (Groupon) 73
  74. 74. www.sti-innsbruck.at On the fly service intergation as you pay • Data and services from destination sites integrated for recommendation and booking of – Hotels – Restaurants – Cultural and entertainment events – Sightseeing – Shops 74
  75. 75. www.sti-innsbruck.at On the fly service intergation as you pay • Solutions for ad-hoc service integration for touristic destination sites • Two integration approaches: – via Web scrapping as a quick integration solution – via APIs and backend integration for a long term, durable solution 75
  76. 76. www.sti-innsbruck.at • Web scraping integration – Create wrappers for current web sites and extract data automatically – Many Web scraping tools available on the market On the fly service intergation as you pay 76
  77. 77. www.sti-innsbruck.at • APIs and backend integration – Contractual based integration of data, functionalities and services for mutual benefits – More fine grain integration not only at the level of Web but deeper, at the level of backend systems – Requires usually enterprise application integration solutions (e.g. Web services) On the fly service intergation as you pay 77
  78. 78. www.sti-innsbruck.at Everything integrated • Integration into a comprehensive map of multi-channel communication, seekda booking engine, Linked Open Data and on the fly service integration as you pay to generate added value for businesses as well as customers • Combination of multi channel communication and yield management – dacodi – seekda booking solutions • enriched with Linked (Open) Data – Machine understandable interlinked data – Bike and hiking trails, sight information, etc. • and on the fly service integration as you pay – Solutions for ad-hoc service integration for touristic destination sites – Bike rental, ski passes, etc. – Services are quickly integrated through scrapping and later through API and back•end integration 78
  79. 79. www.sti-innsbruck.at Everything integrated: Tourist Map Austria 79 • Based on Open Street Map
  80. 80. www.sti-innsbruck.at Everything integrated: Tourist Map Austria 80 • Based on Open Street Map • Increase on-line visibility for hotel and destination via multi- channel communication - SCEI SCEI
  81. 81. www.sti-innsbruck.at Everything integrated: Tourist Map Austria 81 • Based on Open Street Map • Increase on-line visibility for hotel and destination via multi- channel communication - SCEI • Hotels, ski passes, etc. directly bookable – seekda engine SCEI
  82. 82. www.sti-innsbruck.at Everything integrated: Tourist Map Austria 82 • Based on Open Street Map • Increase on-line visibility for hotel and destination via multi- channel communication - SCEI • Hotels, ski passes, etc. directly bookable – seekda engine • LOD to integrate and lookup data about hiking trails, ski slopes, etc. LODSCEI
  83. 83. www.sti-innsbruck.at Everything integrated: Tourist Map Austria 83 • Based on Open Street Map • Increase on-line visibility for hotel and destination via multi- channel communication - SCEI • Hotels, ski passes, etc. directly bookable – seekda engine • LOD to integrate and lookup data about hiking trails, ski slopes, etc. • On the fly service integration as you pay LODSCEI
  84. 84. www.sti-innsbruck.at Everything integrated: Tourist Map Austria • Based on Open Street Map • Fullscreen map with GPS for orientation – Optimized for tablets and smartphones • Data control – Hoteliers, Townships, Assotiations, etc. can easily maintain their own data – Integration of public transport (missing in Google maps) – Direct booking possible • Social – Integration of Facebook, Twitter, etc. – Crowd sourcing of reviews, tips, etc. – Plan common activities on-site 84 SCEI
  85. 85. www.sti-innsbruck.at LOD + + = independence for the hotelier and added value for the customer SCEI Everything integrated 85
  86. 86. www.sti-innsbruck.at Application Field eTourism Overview 1. Facts and Figures on Tourism in Austria and Tyrol 2. Multi-channel communication (MCC) 3. MCC and yield management (YM) 4. MCC, YM, LOD, and service integration on-the-fly as- you-go 5. The value proposition in eTourism 6. Summary 86
  87. 87. www.sti-innsbruck.at The value proposition in eTourism 87 2 Bio € Business Volume/Year in Tyrol 10% Marketing/ Communication 40% Accommodation Costs 15% Booking Fees 5% Profit 30% Taxes
  88. 88. www.sti-innsbruck.at The value proposition in eTourism 88 Marketing Accommodation Costs Booking Fees Profit Taxes The Problem:
  89. 89. www.sti-innsbruck.at The value proposition in eTourism 89 Marketing Accommodation Costs Booking Fees Profit Taxes The Goal:
  90. 90. www.sti-innsbruck.at 3 main fields of activity • Multi Channel Communication (MCC) • MCC and Yield Management • Next Generation Destination Sites Prevent Black holes in the touristic value proposition! 90
  91. 91. www.sti-innsbruck.at Summary • Tourism is a main contributor to the Austrian economy (7,4% to overall GDP). • Exponential growth of Online Communication Channels (trend to bi-directional communication & granular content).  solution: a scalable, cost-sensitive and effective online dissemination solution (to distribute content & collect feedback and statistics). • Information model: defines the type of information items in the domain. • Channel model: describes the various channels, the interaction pattern and their target groups. • Weaver: responsible for mapping of information items to the appropriate channels – Components: Information item; Editor; Interaction protocol; Information type; Processing rule; Channel; Scheduling information; Excecution; Excecutor interaction protocol • Hotels face a multi-channel booking problem (more than 100 booking channels available)  multi channel booking solution: seekda connect • seekda + dacodi = holistic multi-channel communication and yield management for the hotelier 91
  92. 92. www.sti-innsbruck.at Summary • Use LOD to integrate and look up data about: – Places and routes; Time tables for public transport; hiking trails; ski slopes; POIs • On the fly service integration as you pay – Integration via: Web scrapping/API and backend integration • Goal: Everything integrated! – Integration into a comprehensive map of multi-channel communication, seekda booking engine, LOD and on the fly service as you pay to generate added value for businesses and customers – seekda + SCEI + LOD = independence for the hotelier and added value for the customer • The value proposition in eTourism – 2 Bio € Business Value/Year in Tyrol  15% booking fees  Prevent black holes in the touristic value proposition! 92
  93. 93. www.sti-innsbruck.at Thank you for your attention! 93

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