Booking.com already uses machine learning to improve customer experiences on its platform, but generative AI takes things to a different level. Its competitors are also dabbling with generative AI and so this is a much needed step forward.
Since ChatGPT is still pretty new, the incorporation of this new emerging tech in Booking.com will still be a source of great enjoyment when customers use it. This is fun and quirky – and is still a great novelty for users. So Booking.com can look forward to customers enjoying this interactive and engaging feature.
This will provide value to customers as well – apart from the novelty and fun that it brings. With the limitless information available on the internet that the AI has access to, it can make very interesting recommendations with regard to the places to visit and the places they could stay at.
The responses from the AI powered bot will be customized to suit the requirements of the user that asks. This is based on user data that the brand already possesses about its customers. And the information the AI-bot will gather as it goes along – making this a valuable exercise for brands as well, in the sense that it can get more information about users as they keep using this tool.
Because the recommendations that the bot will make will be customized to suit each user, the conversion rates will be really high. Booking.com can save on having to hire humans to answer queries – which, let’s face it - the AI can do extremely well. And a bot can be available to customers at any time during the day or night, unlike humans and their working hours.
Or their moods, depending on the time of day! Here is an intelligent (albeit artificial) bot that patiently answers questions as many times as they are asked without displaying any frustration or impatience whatsoever!
While these AI chat bots are not intended to replace humans in any way, whatsoever, brands can reap a range of benefits from the fun, conversational quotient they bring to the table. Trained well, they can really do your brand a lot of good.