The Rise of Chatbots in The Travel Industry

Chatbots offer a new reservation channel for the hospitality industry, enabling customers to effortlessly discover and book their stay.

The Rise of Chatbots in The Travel Industry

The Rise of Chatbots in The Travel Industry 560 560 Sebastien FELIX

Whoa whoa whoa. Slow down. What is a chatbot?

A chatbot is basically a robot designed to talk with you. They can answer your questions or perform tasks for you. It combines machine learning and word detection.

 

How are chatbots new?

Chatbots actually aren’t that new, but in recent years they’ve become ultra-efficient thanks to three factors:

1) The rise of the instant messaging apps (IM) such as WhatsApp, WeChat, Facebook Messenger, Telegram, and others has greatly advanced the technology. In the past few years, technology companies have started to build services that automate conversations with customers on these messenger apps. If you’ve ever chatted with your bank’s automated chat, you’ve chatted with a chatbot!

2) AI (Artificial Intelligence) performance now understands text (NLP, or Natural Language Processing). NLP greatly improves chatbots’ abilities by two ways:

  • Giving chatbots access to a huge number of data to be processed
  • The users of neural networks. That’s why the NLP for large accounts such as Google, Facebook, … are the most successful

3) APIs. All new web services, internal or external, large groups or startups, today go out with available APIs. APIs allow the chatbot to retrieve or send data to external services and have a truly personalized experience.

 

Why is it the evolution?

Chatbots have developed at a breakneck pace in the past few years and countless brands big and small have embraced them to better interact and serve their customers. This is especially true for travel brands.

UX Evolution chatbots - Influence Society Insights

 

Why should you invest before it’s too late?

All OTAs (Online Travel Agencies) are, as I write this, heavily investing in Chatbots to be able to provide the best (and the fastest answer) to their guests (who are in reality your guests).

Booking Chatbot - Influence Society

A great example is Booking.com’s Assistant. With Assistant, Booking.com wants to provide a full “digital concierge” where every traveler will be able to see their confirmation, book a restaurant, find activities near the place they booked, and so on.

The most important thing to understand is that a chatbot is powered by data.

The more data available, the smarter the chatbot (and any form of artificial intelligence) will be. That’s why we believe it’s important for you to get started with Chatbots as soon as you can in order to understand the mechanics, start to collect data, and give you a better standing against OTAs in the future.

The new El Dorado for hotels & travel brands

100% of your traditional marketing can (and should) live in a natural way and perform on a chatbot! You can use chatbots for many situations:

  • Leads acquisition: interactives interfaces that make people want to chat!
  • Audience engagement: usage analysis and sending targeted messages for bring back users (remarketing techniques)
  • Sales: book directly inside the chatbot experience (night, flight, restaurant, spa, etc)

 

What do you think about chatbots in hospitality marketing? Check out our demo or drop us a line below.

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