Use Cases of a Chatbot in the travel sector

 Travel is one of the most dynamic customer-facing global industries in the world and travel chatbots are changing the face of this industry. From airlines, cruise lines, railways to coach tours and hotels, the industry represents one where people are busy, on-the-go, and expect quick, efficient support experiences. Technology has always played a pivotal role in the travel and tourism sector, transforming the way scheduling, booking, infrastructure maintenance is automated digitally. 


Now, AI-powered chatbots are overtaking customer communications of travel enterprises in a bid to modernize and streamline the way engagement is done. Here are some of the use-cases of chatbots in the travel industry. 


  1. Efficient reservations - Making the reservation/booking process convenient and simple helps increase completed bookings, bookings revenue and reduces customer abandonment before the completion. Kapture’s AI chatbot can guide a customer through a conversational flow to simplify the browsing and booking process. It can answer customer’s questions related to their travel plans, inform them of the status of their reward points, up-sell other related services, process payments, etc. in a single chat.

  2. Booking management - An omnichannel chatbot can respond to consumer queries from chat, social media channels, email, etc, and update them on the status of their existing booking, make changes to the reservation, process-related payments/refunds, send proactive notifications, and give detailed information on their itinerary. For example, a clever travel bot can notify a customer of a delay in their flight due to weather or other conditions and rebook their travel, all in the same conversation. This demonstrates how a chatbot can handle different tasks in a chat with less friction than a customer getting a text to say their flight is delayed and having to then contact customer service to rebook their travel. Available 24/7, the bot is always accessible to answer queries, handle different reservation tasks, and provide information, handing it off to a human if needed. 

  3. Help in customer acquisition: Intelligent AI-driven chatbots help in attracting new customers to your website. By starting a conversation that might attract a new user while entering a website, travel chatbots can build healthy customer relationships as well as boost customer acquisition rates. These chatbots can also provide customers with relevant information by analyzing the keywords used by them.  

  4. Customer Engagement: Chatbots are available on-call 24*7 every day and helps instantly resolving simple customer queries. Customer’s no longer have to wait in long-winding calls and unanswered emails, as they receive accurate and instant replies, which eventually helps in increasing customer experience in any business. Especially in travel, no matter which time-zone customers are, chatbots ensure that every customer is answered accurately. 

  5. Personalized Experience: Customers require personalized services. Chatbots in the travel industry not merely provide hotel recommendations and transportation, but with the help of NLP (Natural Language Processing), chatbots recognize specific queries and suggest contextual recommendations like local places to visit or eat, etc. providing customized experiences helps in increasing customer satisfaction rate and help in boosting your business to heights. 


The travel and tourism sector is one of the most dynamic industries in the market and the flexibility in leveraging new technologies has always been beneficial for its growth. A conversational AI chatbot will provide the travel sector with the impetus to boost their business to heights and increase productivity. Book a demo with Kapture Chat today! 

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