Travel Chatbots are Hot, But Will They Replace or Augment Human Conversation?

Summary

In the last several years, conversational bots – computer programs that enable text conversations – have been among the hottest technology topics. Startups and traditional travel players have launched a variety of chatbots focusing on customer services, trip planning and booking. This analysis reviews the current state of chatbots and how they are being implemented by travel companies, and discusses the future impact of this technology on the travel search-shop-buy experience.