How Booking.com implements chatbots in Customer Service
Is it just only a short-term trend? Let’s find the answer in this blog post!
Over a thousand people visit booking.com to plan their trips every day. With more than 1,550,000 overnight stays booked daily. Many Artificial Intelligence (AI) tools have been applied to the platform to improve customer experiences and generate more conversions, including chatbots in Customer Service.
What is Chatbot?
A chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.
Booking.com uses chatbots to empower customers to get first-line support for their upcoming bookings, including timely responses to their most common stay-related requests. Also, this chatbot uses natural language processing technology to identify the most frequently asked questions from customers, including topics like payment, transportation, arrival and departure times, date changes, cancellation requests, parking information, extra bed requests, pet policies, and internet availability.
Furthermore, chatbots allow businesses to engage with an unlimited number of customers in a personal way and can be scaled up or down according to demand and business needs. By using chatbots, a business can provide humanlike, personalized, proactive service to millions of people simultaneously.
With increased access to additional consumers and their most pressing questions, the Booking Assistant quickly becomes more sophisticated. Booking.com is training the model to refine the current number of questions it can manage into more than 90 specific subtopics that can be rapidly identified and handled appropriately.
I believe that this marketing trend helps the company improve customer experiences and respond promptly generating more booking numbers. Furthermore, as shown in the statistics, this trend will not fade; chatbots can save up to 30% in customer support costs and help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions.
