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Chatbots in the Hospitality and Travel Industries

The artificial intelligence race is on, and major tech companies are producing chatbots to help businesses provide a better service to their customers. Many businesses with a customer services presence, which includes the hospitality and travel industries, know that chatbots could help their companies grow, but are not yet sure whether their business is sophisticated enough to implement a chatbot into their systems.


There are some essentials required to implement an AI-based virtual assistant into your organisation, but the entry barrier is much lower than you might believe. Chatbots and the service industry fit well together in the opportunities to solve customer queries efficiently, which saves on staff costs and gives customers a satisfying, personalized experience. Chatbots in major industries including hospitality and travel, catering, retail and others have already begun to transform the customer experience significantly.


Famous chains like Burger King and Taco Bell have introduced chatbots in order to stand out ahead of their competitors, as well as to serve their customers quickly. Customers of these restaurant chains are greeted by a chatbot and are offered all the menu options as if they were at the counter. The buyer then selects their pickup location, pays, and gets notified when they can collect their food. Chatbots are good for restaurant staff because they reduce work and stress, and can provide a better user experience for customers.


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Chatbots make the customer experience personal and reduce the cost of hiring a large customer services team. The attraction for these brands is in chatbots allowing for personalised, customised interaction, which many people – especially millennials used to the latest digital technology – have come to expect.


For hoteliers, chatbot automation has been recognised as a solution for all manner of issues relating to productivity, staff costs and a way to ensure a consistent, streamlined production process throughout the system. Accurate and quick delivery of information to customers is a huge need for companies running a successful online business, especially in the industries which are as price sensitive and competitive as the hospitality and travel industries. Chatbots have received a lot of attention in the travel industry in recent months, through innovations in helping hotels in a number of areas. These include time management, guest services and various cost reductions. Chatbots can assist guests with simple enquiries and requests. This frees up hotel staff to devote more of their efforts to time-sensitive, and complex tasks which require human interaction. Chatbots are often very cost-effective and much faster than the human alternatives. They can be programmed to communicate in many different languages, making it easier for guests to make enquiries in their own language.


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Well-known travel companies like Kayak, expedia.com and Skyscanner have introduced chatbots via Facebook Messenger and Slack, which are there to help travellers with hotel bookings.


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Travel-related companies like Uber, Hyatt Hotels and booking.com have also integrated with Facebook Messenger.


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Companies in a wide range of industries, not just in hospitality and travel, are implementing chatbot tools on popular messaging apps like Facebook Messenger, Slack, Kik and others, as well as on their own websites and apps.


We develop and supply extensive chatbot services. To learn more about chatbot development options at Maruti Techlabs, please contact us.




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