October 11, 2018

Travelers not yet comfortable with ‘chatbots’


Fewer than 50 percent of travelers surveyed by Phocuswright said they were comfortable using “chatbots,” or computer-powered assistants, in making their travel plans.

Text and online chats are fine with many travelers for handling various parts of their trips, including contacting a hotel front desk or concierge, according to a survey by Phocuswright. However, there was a limit to the respondents’ enthusiasm, and it stopped at talking with “chatbots.”

Using chatbots, or “computer-powered assistants,” was comfortable for less than 50 percent of the travelers in the Phocuswright survey. That may change as the technology behind chatbots improves, Phocuswright said in a release.

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