THE CHATBOT BOOKING REVOLUTION

HALF of travellers making bookings don’t mind whether they deal with a real person or a computer as long as their questions are answered, while a large majority, 80%, actively prefer to self-serve in order to get the information they need.

The study conducted on behalf of Booking.com concluded: “AI is not about replacing human interaction, but is instead a vehicle to facilitate an even more personalised, instantaneously gratifying and frictionless travel experience for consumers. The winning combination of AI and human interaction is fuelling a more personalised, rewarding and frictionless experience.”