Booking.com, one of the world’s largest e-commerce companies and digital technology leader, announced the expansion of the pilot version of its new service and support chatbot, the Booking Assistant, now widely available to English-language bookings worldwide. As the latest evolution of Booking.com’s messaging platform, the Booking Assistant merges proprietary Artificial Intelligence technology with Booking.com’s already-robust customer service support. Available to an increasing number of travellers in advance of the busy end-of-year travel season, the Booking Assistant empowers customers to get first-line support for their upcoming bookings, including timely responses to their most common stay-related requests, all through a single intuitive chat interface. Built entirely in house, the Booking Assistant leads the industry when it comes to quickly identifying and automatically responding to an increasingly broad range of post-booking related questions from travellers, all via their preferred device and platform.
The Booking Assistant leverages natural language processing technology to identify the most frequently asked questions from customers, including topics such as payment, transportation, arrival and departure times, date changes, cancellation requests, parking information, extra bed requests, pet policies, Wi-Fi and internet availability, as well as a wide variety of greetings and thank-you messages. With increased access to additional consumers and their most-pressing questions, the Booking Assistant is rapidly becoming more sophisticated. Booking.com is currently training the model to refine the current number of questions it can manage into more than 90 specific subtopics that can be quickly identified and handled appropriately.
For Booking.com’s accommodation partners, the Booking Assistant represents a valuable timesaving innovation. The chatbot can already field many easy-to-answer questions eliminating the need for customers to reach out to the property directly for clarification, with the benefits only increasing as topic identification becomes more sophisticated.
No matter which device or preferred communication channel travellers use, they can get the answers they need via the Booking Assistant. The Booking Assistant was built as a mobile-first experience and has been adapted to operate natively within the iOS and Android versions of the Booking.com app, as well as via Facebook Messenger. It can also be accessed via the Booking.com website on desktop, mobile or tablet. To interact with the Booking Assistant, customers should look for the chat icon and the text Ask a question.