Chaim Heber, Founder of entrya next-generation NLP-powered conversational platform pioneering frictionless travel and visa documentation.
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Travel Planning Stuck In The 20th Century
Nothing is more popular than easy. Modern consumers want maximum results with minimum effort. Across industries, providers are responding to demand by offering almost anything on Earth with the simple click of a button. In 2022, it will be futuristically easy to get groceries, stocks, taxis and entertainment. In contrast, travel seems to be stuck in the 20th century.
Most of the globetrotters often fail in the arduous process of reaching the desired destination. Long waits, inaccessible customer support, complicated document and visa requirements, the lack of real-time updates, and rapidly changing health and Covid-19 regulations can be even the most experienced traveler will be lost.
Historically, airlines and governments have been notorious for incompetent technical abilities and outdated user experiences. Sites ending in .gov tend to have the same aesthetic appeal and functionality as an antique computer. Airlines often put callers on hold for longer than the flights they are trying to book.
As travel explodes in a world transformed by the pandemic and travelers seek a more convenient travel experience, airlines, governments and even third-party travel services must dramatically reconsider -also their approach to customer satisfaction. The organizations that will succeed in tomorrow’s travel landscape will be those that put their customers first.
That’s Where Chatbots Come In
Chatbot technology uses natural language processing (NLP), which relies on AI-trained models to accurately understand and respond to users.
Until now, chatbots have been limited in their usefulness; they can provide basic information in response to specific prompts before transferring customers to live representatives. With the introduction of NLP, however, chatbots have become more nuanced and advanced.
What was once a rigid and clumsy technology is beginning to replace mobile apps and websites and is quickly on its way to becoming an indispensable element of the modern customer experience.
Chatbots can simplify and improve the systems involved in travel. They can allow customers to communicate directly with companies and government offices, reducing waiting times and providing a fast, intuitive and smooth customer experience. They can quickly complete tasks, gather data and solve issues—all without requiring human input. According to a Userlike survey, 68% of users enjoy the convenience that comes with using chatbots and how quickly they receive a response.
On the provider end, chatbots can effectively reduce costs by reducing the need for more employees. According to a study by Juniper Research, chatbot-based interactions are estimated to double retail sales annually, from $7.3 billion in 2019 to $112 billion in 2023.
Knowing the incredible efficiency, versatility and potential of chatbots, many large businesses have found ways to integrate the technology into their own customer experience systems.
Mastercard has reduced the need for human resources by incorporating chatbot technology. Uber and Lyft have incorporated chatbots to take the hassle out of ordering taxis. KLM trains chatbots to answer thousands of questions and integrates the service with its customer relationship management tool to improve customer satisfaction. Entri.io reduces the e-visa application process from hours (or days, or weeks) to minutes by providing a chatbot-powered travel visa application documentation platform. Customers simply answer a few questions via WhatsApp chat and complete their visa applications within seconds.
According to Meta research, seven out of 10 consumers report feeling closer to businesses they can message, and 65% of consumers want to be able to contact businesses via chat. Additionally, Zendesk research found that 75% of customers are willing to spend more to buy from companies that provide them with a good customer experience.
There are several specific steps that players in the travel industry can take internally to prepare for the transition to a chatbot strategy. Here is a list of some of the strategies.
1. Identify specific areas where chatbots can be most effective in improving the customer experience, such as providing real-time updates, answering frequently asked questions, and handling simple tasks such as booking flights or checking in.
2. Train employees to work with chatbots and support the transition to a chatbot-powered customer experience. This may include educating employees on the capabilities and limitations of chatbots as well as providing them with the necessary tools and resources to support customers using chatbots with human takeover.
3. Implement new processes and policies to support the use of chatbots, such as defining protocols for when to escalate customer inquiries to a human representative and how to monitor and improve the performance of chatbots over time.
4. Establish a dedicated team or department to manage the development, implementation and management of the chatbot strategy. This team will be responsible for setting the overall direction and goals for the chatbot strategy as well as coordinating with other departments and teams to ensure that chatbots are integrated seamlessly into the existing customer experience.
Overall, the key to success in implementing a chatbot strategy is to have a clear plan and involve all relevant stakeholders in the process, from employees and customers to partners. of technology and vendors. By taking these steps, players in the travel industry can position themselves to effectively use chatbot technology and improve the customer experience for years to come.
As customers seek a seamless experience, the phenomenon of personalized virtual assistance is expected to disrupt almost every industry-specific travel.
Chatbots can reduce the time, hassle and frustration that millions of customers experience every day and simplify an otherwise complex, overburdened system. Every time you use any of the thousands of chatbot-powered services, you’re looking directly into the future of the travel industry.
Traveling doesn’t have to be complicated or a headache. With the introduction of chatbots, traveling can become hassle-free.
Almost like vacation itself.
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