For Expedia, chatbots represent the next seismic shift that will evolve not only the travel booking process but also the customer service experience for decades to come. But more insights will have to show how consumers want to engage with chatbots.
2016 was the year when chatbots emerged as a new interface for consumer interaction.
In the competitive world of travel, many in the sector are asking how they can take advantage of these new technologies. This year Expedia launched a Facebook chatbot, a new Expedia skill for Amazon Alexa and a chatbot for Skype.
As many travel brands face up to the challenges of launching their first bot, Expedia has been through that process already. Here are some of its observations.
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Read also "A review of travel chatbots" at Medium