Chatbots are instant messaging applications, based on Artificial Intelligence, created with the aim of giving a quick and effective response to users interested in a brand. Discover its advantages and points to take into account when incorporating this technology.
Chatbots are voice chats or instant messages
, based on Artificial Intelligence, created with the aim of giving a quick and effective response to the users or consumers of a brand
, regardless of the sector in question.
Thanks to the fact that chatbots incorporate artificial intelligence systems
, they have the possibility to learn about our tastes and preferences over time
. These bots are found in chats such as Facebook Messenger or in instant messaging applications integrated directly on the hotel's website.
In summary, a chatbot is a computer program with which it is possible to have a conversation,
from client of a company through a robot, whether he wants to ask some kind of information or carry out an action.
We will give you an example. Currently if you want to book a hotel, one of the most common channels is through its website, where the user searches for what best suits their needs and can book. But, if instead of having to carry out the search, you could ask directly what you are looking for?
You simply have to send a message through the chatbot and it will answer your questions directly and offer to make the reservation directly.
In addition, chatbots can report a myriad of issues, in the case of travel, they offer a quick customer service
: from the time you are going to do, to the transportation options in the city.
One of the great advantages of chatbots is that they should not be downloaded, nor should they update or occupy space in the phone's memory, unlike mobile applications
. Another positive thing about bots is that you can integrate several conversations in the same chat and avoid jumping from one application to another. It is a more pleasant experience
for the user and a way to interact with faster and simpler customer service
Expert consultants and research companies in the sector, already anticipated in 2011 that 85% of interactions with users of a company would be done through chatbots in 2020 and that 50% of companies would spend more on bots than on apps in 2021
. These data are right with their forecasts, which means that the tourism industry should adopt this technology quickly to meet the growing demand.
In addition, customers of our industry do not have to distinguish between human or bot
, a recent survey of specialized websites shows that consumers have already made the idea. In the research in which more than 18,500 people have participated, it has revealed that the vast majority of travelers (80%) prefer to access the information they need themselves, and that 55% of them do not care to interact with a human or with a computer
, as long as you answer your questions.
As we have mentioned some of its advantages before, other benefits so it is interesting to use the bots for your company:
- They provide information and instant resolutions.
- They are easier to manage than static web pages.
- They are available 24 hours a day.
On the other hand, taking advantage of this technology, we can provide the staff of the customer service departments with their work and can deal with more complex problems. In turn, chatbots have a greater ability to manage huge amounts of information that a human would take much longer to process
. However, human interaction is not without a role to play: identify issues that can not answer by itself, ask for help from the customer service team or accommodation, depending on which is the most appropriate option.
In the following lines we offer four tips to select a friendly, close and efficient bot
for the users of our brand:
- Study our audience:
We must be clear that to choose a successful bot, it must know and know in depth the products or services what we want to sell and to whom we want to offer it. In addition to what is the usefulness of this bot for our target audience.
- Clear objectives:
It is necessary to know what we want to incorporate a chatbot for, to drive new sales? To favor interaction with our current consumers? To optimize internal processes? We must know what is the business purpose for a better integration of this technology.
- Concrete user’s manual:
It will be necessary to know and carry out a thorough study of all the possible cases that may occur to us: virtual assistants, financial aid, complements to human resources practices, etc.
- Close tone:
The tone of the chat is very important in customer service. It is necessary to analyze very well the chatbot to choose since it becomes an opportunity to delight but it can also offer the opposite effect and annoy existing and potential clients.
It is necessary to be very clear that a bot should provoke reactions similar to those of an employee of flesh and blood
, that the client perceives that on the other side of the screen there is someone who is showing concern and understanding to calm a hostile situation. It is not only important to design a robot that understands emotional content, but also know how to act as a useful marker and control the thread of a conversation
, that seems real.
We are not encouraging the substitution of a human team for Artificial Intelligence
, but to make the customer's experience more personalized, rewarding and easy. Without forgetting that thanks to human interaction could not get a technology so developed
and that in specific cases it will always be necessary to resort to the sensitivity of a human being.