Once heralded as the Next Big Thing, chatbots seemed a promising solution for travel brands looking to personalize and streamline their customer service and marketing efforts.
Cut to 2018, and the reality is chatbots haven’t quite lived up to the initial hype.
Many travel companies have indeed launched chatbots – and platforms like Facebook Messenger and Slack have made it easier - but as more and more travelers use the products, it’s becoming clear there’s room for the technology to grow.
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A new report from Phocuswright looks at what’s next for chatbots, and how voice technology will impact how AI-based assistants operate.
Bots: A Bright Future, or Destined for the Scrap Heap?, written by Cathy Walsh, also examines how travel chatbots from specific online travel agencies and suppliers have fared, as well as identifies emerging startups in the field.
The report is FREE for existing Phocuswright Open Access and Innovation subscribers (learn about how to become one here).