Conversational AI is simplifying the experience of travellers
Jun 04 • 3 min read
Amid the pandemic, what we missed the most was travelling. With everyone giving up the premise-based office for the home office, people were mixing work and after-work hours and had less time for themselves. And all we need is a 'break'. Some time away from our daily routines. 'Travelling', the word itself, makes us enthusiastic.
However, with the vaccinations getting traction, we look forward to travelling again, probably without masks. But before and after covid, a typical issue we face is planning an itinerary. We all love travelling, but planning a trip is an exhausting activity. It goes on during and after the trip. The mails, the messages and meetings with travel agencies is a long process.
What solution do we have?
Chatbots have covered so many industries, from banking to hospitality. It is making travelling an easy peasy task for everyone, especially a trend among Millenials and Gen-Zs. They prefer technologies helping them to get their things done easily and quickly. 55% of millennials are inclined positively towards the businesses that offer chatbots.
We all can agree that the maximum of the queries which people ask customer executives are repetitive. They are specifically routine concerns and FAQs. When human agents spend most of their valuable time on such mundane tasks instead of solving complex issues, that can lead to inefficiency.
Chatbots can handle these repetitive queries. Whereas, if the issue tends to be complex, a customer support executive can get a hand-over from the bot. Hence, allowing human executives to do managerial and calculative tasks rather than focusing on basic, repetitive tasks. There are many chatbots available for travel industries. Goibibo's Gia is one of them. It managed to save 60% of human interactions.
Personalized services round the clock
The travel industry particularly needs support 24/7, 365 days a year. The constant availability of customer support is required, especially in the travel industry. Customers travelling across different time zones need customer support round the clock.
Chatbots are not a substitute for customer support only. With dynamic services, bots bring personalization and help them according to their past experiences and concerns. The NLP enabled chatbot is programmed to understand vague and repetitive queries. The bot identifies the trigger words and carries out the customer's search. Hence, the bot works as a personal helper for the traveller and makes the journey comfortable.
Personalized service is a crucial aspect of today's customer-centric economy. If we see things from the customer's point of view, they can easily explain their needs. Whereas, when it comes to the business, the in-house data can help to achieve greater efficiency.
Travel brands can utilize the rich data to make their offerings smarter, such as recommending offers based on purchase history and providing suggestions based on customer preferences. You can get customer insights based on positive and negative feedback. The bot can help in providing local area knowledge, making the customer's journey a memorable one. Additionally, suggesting nearby hotels, cafes, and bars according to their previous taste.
Level up, savings!
Gen-Zs embrace the latest technology much faster than other generations, making them an ideal target audience for chatbots. Youths or Millennials bring business to the market. To engage them, enterprises need to ramp up and embrace the technology, specifically those in the travel industry.
From making aware of the places to turning lead into converted customers, things are happening in minutes. Hence, it will give you revenue. Conversational AI substantially cut down the considerable cost of customer support executives. Up to 30% of the concerns do not require any human intervention at their initial level. However, its continuous use for six months will convert 80% of the crowd to the bot. The cost per chat with a bot is one-twentieth of what it costs to employ a human agent.
Are you betting on the future? Bet big on conversational AI!
Conversational AI never gets tired and bored of repetitive and common concerns. While on the other hand, human agents need brainstorming to bring out efficiency. Customer engagement has increased with this technology. It will take the business to new heights.