However, chatbot technology has evolved tremendously over the years.
“Customers used to be frustrated that they would have to closely match the handful of phrases a bot knew or else they wouldn’t get useful responses”, said Patrice Simon, CTO of Carlson Wagonlit Travel. “Today the technology has advanced, so a customer can now have a conversation where the bots use context to interpret a customer’s intent and react relevantly.”
Many important players within the travel industry are jumping onto the bandwagon. Our partner Booking.com recently took over Evature, a company specialized in chatbot technology. Why?
Well, the benefits of using Chatbot technology are unrivaled:
- Improve your customer’s satisfaction level
- Easily scale-up your online company
- Humanize your brand
Improve customer’s satisfaction
With chatbots, you can improve your customer service. Drastically.
And that’s necessary. According to a recent report by Skift, travelers are less likely to leave a negative review whenever they are helped immediately by customer services. Nowadays, chatbots are almost essential to keep your customers happy.
Improve your online sales using chatbots
Inside Intercom recently interviewed growth marketer Sujan Patel. He demonstrated that chatbots are an easy to implement solution to expand your online company.
- More data. Receive the necessary data to expand your online sales by understanding your customer’s needs;
- Cost-effective. Expand your company without hiring additional customer service workers or 3rd party outsourcing channels.
Humanizing your brand
Even though some customers are still resilient to work with a chatbot, on grounds of chatbots being ‘unfriendly’ or a preference to work with real humans, a 2018 report by Chatbotsmagazine uncovered that 34% of online retail customers are keen on using chatbots.
If your customers are experiencing ‘unfriendly’ bots, you are missing out. Since bots are a great way to give your brand a face. Some bots can be sassy (Wendy’s Twitter account is a great example) while others can be more stiff upper lip.
You have multiple other benefits when humanizing your brand through chatbots:
- Providing memorable user experiences
- Building a trustworthy bond between your customers and your agency
- Giving the impression of working with real customer support employees
Say hi to Amanda!
Unsurprisingly, we developed our very own chatbot named Amanda, developed to respond to all your travel-related questions. 24/7.
The Amanda-chatbot is part of the larger framework of Amadeus’ Live Travel Space. A new way to deliver you and your travelers an immersive experience in the ‘now’-era.
Want to know more about Amanda? Read this article and watch the video below. Amanda will be available in the Benelux by the end of 2019.