Booking.com has announced the expansion of the pilot type of its brand new service as well as support chatbot, the Booking Assistant, currently 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 just one intuitive chat interface.
Built entirely in house, the Booking Assistant seeks to quickly identifying as well as automatically responding to an increasingly broad range of post-booking related questions through travellers, all via their preferred device as well as platform.
The Booking Assistant leverages natural language processing technology to identify the most frequently asked questions through customers, including topics such as payment, transportation, arrival as well as departure times, date adjustments, cancellation requests, parking information, extra bed requests, pet policies, Wi-Fi as well as internet availability, as well as a wide variety of greetings as well as thank-you messages.
“For us, artificial intelligence will be not about replacing human interaction, yet will be instead a vehicle to facilitate an even more personalised, instantaneously gratifying as well as frictionless travel experience for consumers,” said James Waters, global director of customer service at Booking.com.
“As we operate in an industry of which will be incredibly personal, emotional as well as complex, maintaining the right balance between genuine human interaction as well as efficient automation will be something we’re always trying to fine-tune as well as 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 as well as has been adapted to operate natively within the iOS as well as Android versions of the Booking.com app, as well as via Facebook Messenger.
the item can also be accessed via the Booking.com website on desktop, mobile or tablet.