Booking.com has announced the expansion of the pilot variation of its brand-new service in addition to support chatbot, the Booking Assistant, at which point widely available to English-language bookings worldwide.
As the latest evolution of Booking.com’s messaging platform, the Booking Assistant merges proprietary artificial intelligence technology with the company’s already-robust customer service support.
Available to an increasing number of travellers in advance of the busy end-of-year travel season, the Booking Assistant empowers customers to get first-line support for their upcoming bookings, including timely responses to their most common stay-related requests, all through an individual intuitive chat interface.
Built entirely in house, the Booking Assistant seeks to quickly identifying in addition to automatically responding to an increasingly broad range of post-booking related questions via travellers, all via their preferred device in addition to platform.
The Booking Assistant leverages natural language processing technology to identify the most frequently asked questions via customers, including topics such as payment, transportation, arrival in addition to departure times, date alterations, cancellation requests, parking information, extra bed requests, pet policies, Wi-Fi in addition to internet availability, as well as a wide variety of greetings in addition to thank-you messages.
“For us, artificial intelligence is usually not about replacing human interaction, however is usually instead a vehicle to facilitate an even more personalised, instantaneously gratifying in addition to frictionless travel experience for consumers,” said James Waters, global director of customer service at Booking.com.
“As we operate in an industry which is usually incredibly personal, emotional in addition to complex, maintaining the right balance between genuine human interaction in addition to efficient automation is usually something we’re always trying to fine-tune in addition to optimise throughout every stage of the consumer journey, including with the Booking Assistant.”
No matter which device or preferred communication channel travellers use, they can get the answers they need via the Booking Assistant.
The Booking Assistant was built as a mobile-first experience in addition to has been adapted to operate natively within the iOS in addition to Android versions of the Booking.com app, as well as via Facebook Messenger.
which can also be accessed via the Booking.com website on desktop, mobile or tablet.