Chat bots in tourism

A lot of tourist companies try to use chat bots offering and booking a tour or requset response. Partly, chat bots help to relieve sales departments.

However, the main selling tool of tourism is trust and professionalism as a tour is quite expensive product which is bought once or twice a year and not every tourist would trust a bot to buy a tour.

Besides chat bots are not perfect and not able to emotionally describe a destination.

That’s why using a chat bot as a first contact with customers could be risky.

Moreover, a while ago Skyscanner and OneTwoTrip started to use chat bots but then refused them which is food for thought.

A customer buying a tour is ready to get new emotions and impresions. He also wants to get emotions from a tour seller when bots are not able to provide it.

It is too early to make conclusions, chat bots develop really fast but we would recommend heads of tourist companies to think carefully before introducing them into your business.

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