3 top benefits of using AI Chatbots for customer service in the travel industry
As the world gets faster and businesses go lean, automation is the way to go. It is especially true when it comes to customer-facing processes or customer service. Customer service automation is about getting the technology to answer simple, repetitive questions. Industry leaders are now forecasting advanced AI-powered responsive chatbots to take over at scale like never before.
Within the travel industry, AI chatbots represent one of the most exciting new technologies that can help to improve customer service. In particular, those in sectors like the hotel industry, airline industry and restaurant industry can capitalise on improvements to booking processes and faster customer service response times. This insightful technology has helped boost customer engagement and satisfaction. In this article, you will find out more about the 3 specific ways AI chatbot technology can benefit travel companies.
1. Rapid customer service response on a 24/7 basis
Availability has become one of the biggest challenges facing the tourism industry. As a customer service agent, modern customers not only expect you to always be there for them, but they also have high expectations related to response times.
Availability has become one of the biggest challenges facing the tourism industry. As a customer service agent, modern customers not only expect you to always be there for them, but they also have high expectations related to response times.
AI chatbot can greatly improve customer satisfaction in this area by delivering almost instantaneous responses, no matter what time of the day the customer makes contact. A hotel bot, for instance, can continuously answer questions at any moment, even when reception staff are off duty. Unlike employees, a chatbot will not require rest and will not need to be paid a wage. As your AI chatbot handles time-consuming routine communication, your skilled customer service agents can focus on more important tasks.
2. Converting dissatisfied customers to happy customers
Disappointed customers are more likely to spread a negative perception of a brand on social media or to immediate family and friends. For a growing traveling brand, you want to limit capturing the extent of negative conversations online and offline.
Disappointed customers are more likely to spread a negative perception of a brand on social media or to immediate family and friends. For a growing traveling brand, you want to limit capturing the extent of negative conversations online and offline.
Chatbots are effective at capturing negative feedback at the source of the conversation and dealing with customer complaints quickly and efficiently. Research has shown almost 70% of consumers prefer to use AI chatbots for speedy communication with a brand. A quick and valuable response might save you from negative reviews and a lot of time for your support agents — a win-win situation for both.
3. Personalized customer care at every step
In order to provide personalised information for their customers, travel agents usually need to spend vast chunks of their day scanning pages of customer data with their screen-worn eyes, trying to make sense of the tiny details of customer data.
In order to provide personalised information for their customers, travel agents usually need to spend vast chunks of their day scanning pages of customer data with their screen-worn eyes, trying to make sense of the tiny details of customer data.
Studies show that customer support agents spend 75% of their time doing manual research during 6 minute calls. Now, imagine if your customer support software has omnichannel syncing. That allows customers to get personalized service and feels like he’s an important customer.
In the travel industry, AI chatbot can scan through endless streams of customer data at lightning-quick rates. This characteristic makes it possible to seamlessly gather valuable information about your customers from your CRM. They can go beyond “search and booking” helpers, and provide personalised information during the trip. They should be able to help you book your trip from flights to local accommodation, and also help travellers by suggesting interesting places or events in the area.
All that being said...
Some people still have their doubts about AI chatbots. There’s an idea that chatbots couldn’t possibly replace human agents in the travel industry. And those people are 100% correct. This form of AI-powered customer service isn’t meant to eliminate human agents. They are still an extension of the human customer support agent, to keep customers engaged and satisfied.
After all, customers are the only way your business could possibly survive and thrive. As such, the added engagement benefits stemming from chatbots should be enough to sell any organization on the concept.
Read more about how to add a chatbot to your website in 5 easy steps:
https://trengo.com/blog/chatbots/integrate-chat-on-website/