Study reveals travellers prefer assistance from chatbots for online booking

 

A new study, conducted by the artificial intelligence solutions developer Humley, has found out that more than 79 per cent of Americans would prefer to use chatbots to get the best deal out of online reservation for travel purposes.

The survey was conducted among a sample of 1000 Americans. It also found that consumers find travel chatbots helpful in simplifying travel arrangements, and organising business and leisure trips.

The survey also revealed that while 84 per cent of respondents use services such as Kayak or Expedia when booking travel, 62 per cent of users still find it difficult zero in on the right deal. About 50 per cent sample usually visit between four and seven websites to find a hotel within their budget.

Rather surprisingly, 25 per cent of users surveyed have reserved the wrong flight, hotel or rental service because of the misleading information on the website.

“Travelers are looking for new ways to find deals on all facets of their travel arrangements. It’s clear that chatbots have caught their attention as a much-needed and helpful tool, but not all chatbots are equally adept of helping consumers navigate deals, book flights or rooms or learn about destinations,” said Adam Harrold, Managing Director and Chief Technical Architect of Humley. “At Humley, we’ve taken a unique approach to AI-powered chatbot by equipping them with natural language capabilities – providing users with an authentic and natural experience that makes it simple to find the most relevant and useful information that travelers seek.”

It is not surprising in these circumstances that 79 per cent) of users prefer using a chatbot, on the condition it could reliably function as a concierge.

The survey perhaps heralds a new era in online booking of travel facilities—the arrival of chatbot of online reservation.

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