Booking Assistant should handle 30% of customer enquiries automatically in less than 5 minutes
Amsterdam, Netherlands – 12 December 2017 –
Booking.com announced the expansion of the pilot version of its new service and support chatbot, the Booking Assistant, now 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 Booking.com’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 a single, intuitive chat interface. Built entirely in-house the Booking Assistant leads the industry when it comes to quickly identifying and automatically responding to an increasingly broad range of post-booking related questions from travellers, all via their preferred device and platform.
Unlike other chatbots that are only focussed on conversion conversations, one or two specific tasks, or upselling in-stay services, the Booking Assistant chatbot has been built to respond to customers’ most commonly asked questions. The chatbot can currently respond to 30% of customers’ stay-related questions automatically in less than 5 minutes. If the Booking Assistant has identified a question it can’t solve on its own, depending on the nature of the query, it pulls in support from either the Booking.com customer service team or the property, adding their response directly into the conversation.