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Why Hotel Chatbots Are the Next Big Thing in Customer Service

August 5, 2020


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.

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