Chatbots and the Travel & Tourism Industry

September 28, 2023

Chatbots for Travel and Tourism Comparing 5 Current Applications Emerj Artificial Intelligence Research

chatbot for travel industry

As a language model, it has been trained on a humongous text dataset and uses statistical techniques to learn common patterns in a given language. What ChatGPT does is predict what words it should use given a specific input, meaning that it can’t really “speak” in the most traditional sense of the term, but it’s more than capable of imitating human language. ChatGPT is more advanced than that and can elaborate full answers to questions, write longforms, and much more. You can also achieve this through machine learning and train the travel bot as per the user’s typical responses or requirements. That is, checking what they usually book together, their common searches, their interests, etc.

By understanding the customer's preferences, the chatbot can provide recommendations that are tailored to the customer's individual tastes and preferences, which can make the customer's journey more enjoyable. Another way ChatGPT is being used in the travel industry is by providing personalized recommendations during the customer's journey. A hotel, for example, could use a ChatGPT-powered chatbot to recommend nearby restaurants and attractions based on the customer's preferences. In the context of the tourism industry, to provide a reconciling view on the most advanced solutions presented in the literature, we aim at analyzing how far have the current solutions and research gone? And what is targeted or envisioned by the tourism sector and the related research?

These savvy AI-powered guides are equipped with rich, localized content that can give you tailored recommendations based on your interests and location. The chatbot can provide real-time suggestions that make you feel like a local, not just a tourist. With such personalized insider tips, businesses can elevate the customer experience to a whole new level.

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The same features are offered by Gooster, a Messenger chatbot that provides a number of branded services for the guests of six German hotels. Among many potential uses of technological advancements in travel, chatbots occupy their own niche. Being the next tier in the evolution of personal travel assistants, bots can handle a broad range of tasks, depending on the domain they are used in. Just as in finance or healthcare, there’s only so much you can do with chatbots in travel. Let’s have a look at the categories to explore the basic use cases for travel chatbots.

chatbot for travel industry

This dashboard includes a list of tour suggestions, made up of cities that hold the highest viewer population. When users open the Mezi app, they are directed to a chat interface where they can send Mezi a message explaining where they are going and when. Mezi responds quickly, asking preference questions about hotel ratings, budget, and amenities. Already, travelers can “converse” with the system, sharing information like a destination, time of year and interests, and getting back a personalized itinerary festooned with vivid descriptions.

Things to Consider in Building a Travel Chatbot

Based on customer interactions and data, chatbots can offer personalized deals and promotions that are likely to interest the traveler, enhancing your direct marketing strategies. A complex or time-consuming booking process can deter even the most patient of customers. Chatbots simplify this, offering an intuitive, conversational interface that can boost customer satisfaction and loyalty. ‍Engati provides an intuitive platform that is easy to use, even for those without programming knowledge. In-house experts are available to guide you through the platform and showcase how Engati can offer unique solutions for your travel business. Additionally, you can build your own travel chatbot for free within just 10 minutes.

To learn more about chatbots, feel free to explore our in-depth articles about conversational AI and the different types of chatbots which, are rule based or AI-based. Chatbots typically have access to live data from airports or departure stations. Therefore, upon arrival at the destination location, travellers can ask the  chatbots to learn where the luggage claim area is, or on which carousel the baggage will be on. Personalize your chatbot with your brand identity elements like brand's colors, logo, contact details, and even a catchy name. This not only makes your chatbot an effective customer support tool but a charming brand ambassador as well. Integrating Verloop into your business operations is effortless, thanks to its user-friendly drag-and-drop interface.

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They can also analyze vast amounts of data to provide personalized recommendations based on a traveler’s preferences and behavior. Moreover, advancements in AI and natural language processing have made chatbots more sophisticated and human-like, enhancing the user experience. Modern chatbots in the travel industry excel in providing real-time customer support. They assist travelers with booking flights, hotels, and rental cars, offering options based on individual preferences. Additionally, chatbots handle frequently asked questions, reducing the load on customer service teams and providing 24/7 support.

However, there could be instances when things go awry making things difficult for them. Also, it is extremely difficult for travelers to find the best local attractions and services at nominal rates without local support. Let’s take a look at how chatbots are becoming a silent force in travel and hospitality which moves at a rapid pace at all times. Handling all these operations on a manual basis calls for a dozen-strong customer support team or a call centre. Chatbots on the other hand can handle these requests easily and accurately thus helping in delivering a friction-free customer experience. Now, you might wonder — what does a chatbot have to do with travelling and hospitality?

chatbot for travel industry

Additionally, ensure your chatbot provides 24/7 support, allowing travelers to resolve issues or make changes to their itineraries at any time. A tourism AI-powered chatbot helps tourism companies render personalised travel assistance tailored to customer needs, improve customer service, and make in-trip and post-trip requirement management more effortless. Planning and arranging a trip can be overwhelming, especially for non-experts.

The digital revolution has changed the whole process of how a travel company works. Users are usually prompted to start with typing their starting point, destination, and desired dates, that will then allow a bot to search through hundreds of sites for the best deal. Moreover, travelers can expect additional functionality such as “Route tips” by Skyscanner showing the cheapest or the busiest weekday to travel, or the “Inspire me” option on Cheapflights. Do you want to attract customers with your pocket-friendly holiday packages? What if you could convey concise but attractive information about your packages to your prospects?

chatbot for travel industry

An Epsilon study on customer engagement and loyalty in the travel sector found that 87% of respondents said they were much/somewhat more likely to do business with travel websites or apps offering personalized experiences. This is where chatbots come in, helping to enhance personal experiences by giving the customer exactly what they want when they want it, and making the engagement as frictionless and convenient as possible. In the social-media dominated world, vendors find it hard to keep any disruption processes private and avoid negative word of mouth. Customer support via chatbots allows users to privately address their complaints that AI can automatically prioritize and categorize for easier handling. Now, instead of looking for a contact number or addressing their troubles to staff members not responsible for a failure, customers can use a bot to request support.


For years to personalize recommendations and program its online virtual adviser, but ChatGPT is a “significant new step,” said Peter Kern, Expedia’s chief executive. Mr. Burt, who has been experimenting with ChatGPT, has used it to create more than 100 itineraries. The software gets “70 or 80 percent — but we’re not aiming for a C grade,” he said. Travelers can book airline tickets, hotel reservations, vehicle rentals, cruises, and even holiday packages using this type of chatbot on their website or Facebook page.

Many arrivals and departures may be accelerated using mobile applications and AI chatbots. With the advent of chatbots, it is now possible for hotels to offer smooth check-ins and check-outs without the need for human interaction. A travel agent, for example, can provide recommendations based on their first-hand experience of a destination. A travel agent might suggest a carriage ride through Central Park or his favorite corned beef and pastrami sandwich from a local deli in Manhattan. These are local experiences the agent enjoyed — AI can never provide this kind of personalized recommendation. Developments in artificial intelligence have had global banks recently integrate online chatbots into their websites and mobile apps.

In the last decade, Information and Communication Technologies have revolutionized the tourism and hospitality sector. One of the latest innovations shaping new dynamics and fostering a remarkable behavioral change in the interaction between the service provider and the tourist is the employment of increasingly sophisticated chatbots. This work analyzes the most recent systems presented in the literature (since 2016) investigated via 12 research questions. The often appreciated quick evolution of such solutions is the primary outcome. However, such technological and financial fast-pace requires continuous investments, upskilling, and system innovation to tackle the eTourism challenges, which are shifting towards new dimensions.

According to Juniper Research, chatbots will help eCommerce companies save $8 million by 2022 by saving $0.70 per every user interaction. Claire, the chatbot by 30SecondsToFly assists with all stages of corporate travel management. Starting with planning and booking according to a company’s travel policy, it provides the analytics and enables team to drag all the receipts right into the company’s expense management system.

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It can even book a hotel, but the option to book a cruise via the chatbot is not available yet. However, some bots go beyond reservations, and can assist in saving money on booking. The DoNotPay chatbot searches for tickets and hotels in the US and tracks their prices. Besides that, it can get a discount for the traveler if the airline has lost luggage, the flight was delayed, or something went wrong during the flight. Irish chatbot Dorothy  facilitates booking rooms in one of 40+ hotels available on Allora. Dorothy is a cross-platform bot that operates on Facebook Messenger, WhatsApp, Viber, Telegram, etc.

Chatbots, on the other end, are multilingual, offer instant responses, and 24/7 availability, which is ideal for customer-centric businesses such as travel companies, accommodation providers, or even destinations. They can, for example, transform visitor servicing in touristic places after hours, when travelers are arriving at a destination and the visitor information center is closed. Online bookings, and therefore queries prior to booking, can come from anywhere in the world, meaning different time zones and languages. Human agents are not always available to provide prompt customer support, whether it is at night, during the holiday season, or other peak travel period. When integrated into travel businesses, chatbots offer a lot of benefits pre-, during, and post-booking, for travelers as well as for companies using them.

  • This means that it is not able to “think” as a human being does, it can’t develop original thoughts or insights based on the information it knows, and it tends to be extremely formal.
  • Chatbots are a new-age interface that can help you interact with your customers.
  • The AI technology from personalized concierge services, real-time travel recommendations, and quality service management has come far beyond mobile apps, a breakthrough in the field of innovative technology.
  • The travel industry is on the cusp of a revolution – one driven by personalization.
  • After the purpose is defined, dig deeper into your target market, what questions would they ask and what would their intention of using your bot be.

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