As hotel chatbots continue to improve, people will grow to expect them as a customer service option—and may even prefer them over human service. In fact, a Global Web Index survey last year found that nearly 4 out of 10 internet users prefer to use automated services rather than speak to a customer service representative.
What is a chatbot?
A chatbot is a computer program designed to simulate conversations with human users. A simple chatbot matches user questions with predefined answers, whereas an advanced chatbot uses artificial intelligence to expand its knowledge and capabilities over time as it interacts with users.