First Published on 17th April, 2018
Travel brands, including airlines, have been counting on chatbots to reshape the way travellers engage with them.
There have been issues with the way chatbots have performed, especially in the realm of “reactive” response or simply responding to whatever a traveller is looking for. For instance, it isn’t uncommon to receive an email for completing an unfinished booking and being directed to a chatbot for further action. Say a user has already finished a hotel booking, reaches the chatbot interface, asks a question about a local activity in the destination chosen and the chatbot is seemingly unaware of the booking funnel!
Ai’s Ritesh Gupta spoke to Jonathan Newman, Commercial Director at caravelo about the issues related to the performance of chatbots and how would the next-gen chatbots look like, considering that travellers expect communication in real-time and the expectations around human-like, voice bot conversation.