Are Chatbots Next Big Thing In The Travel Industry?

By  / 23 August 2017

While chatbots are years away from being truly sentient, for now they are our little AI-powered agents whose job is to help our customers around the clock so we can direct our time and resources elsewhere. Fortunately, it is no longer unprofitable to host a chatbot on your travel website, but it is important not to employ them incorrectly or it will make the booking process messier than necessary. Even with the current standard travel technology at our hands, it is stressful and at times difficult to book accommodations. Therefore, chatbots must be designed for a singular, conversational use, such as gathering information from customers and clients and providing the proper data to match their searches. With machine learning, chatbots can come to understand the specifics of a customer’s request and guide them to a customized solution. Not every customer needs a chatbot, but the fact that one is available would give a peace of mind to a first-time traveler or exude a sense of professionalism to more experienced business travelers.

Chatbots have been the next big thing for years now, but it’s truly the time to employ them in the travel industry. Chatbots are not cutting-edge technology, but they do represent a TMC’s effort into becoming more user-friendly and supportive. We live and work in a prime time where chatbots can be proactive and personable, on every interface from desktop to mobile. The more interface-friendly a chatbot is, the better chances it will be used. The more it is used, the more information will be gathered to clear the grunt work of your customer support team. Their purpose is to engage with the client and answer the questions, calculations, and concerns that commonly arise: What does this company have to offer me? Does this company offer corporate housing in this country? Is it possible to receive a quote for Studio apartment? Not only do they guide our clients, but they give us insight to our target audience and their expenses, thus allowing us to create an ideal client so we can edit our brand and marketing direction accordingly. If done correctly, a TMC can largely benefit from the help of a virtual agent. That being said, if artificial intelligence is the future, then the time for chatbots in the travel industry is now.  

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