How chatbots will change the travel industry
Research shows that more consumers are now using messaging apps compared to social networks, and this trend is fast extending to the travel industry.
Here’s how they will change the world of travel: Chatbots are ideal for customer centric businesses and destinations. They can serve as 24/7 front-end customer care specialists. Gone are the days of responding manually to comments and enquiries in your blog, website, and social media channel.
Chatbots are capable of totally transforming visitor servicing in destinations after hours.
Frequently asked questions and enquiries can be answered any time of the day or night, including when travellers are arriving at a destination and the visitor information centre / welcome centre is closed.
Responses can be automated using intelligent chatbots that can efficiently carry out basic requests for information. Customers can be served quickly as time spent on hold waiting for enquiries to be answered is reduced / removed. Chatbots drastically reduce overheads (particularly for contact centres) and are multilingual.
Chatbots promote relationship management. As counter-intuitive as it sounds, bots are great at managing relationships with human beings. With thoughtful pre-programming, chatbots can supplement the entire travel experience, beginning with automated pre-arrival reminders, to suggesting nearby entertainment spots and transportation facilities at destination.
Humans are open to using chatbots. In a recent study by Retale, when asked whether or not they had ever used a chatbot, almost 60% of respondents answered “yes”. And of those who hadn't tried a chatbot, 53% said they were interested.