Want to know what publications our analyst team recommends? Explore the segment-specific recommended reading lists HERE.
Consumers worldwide are embracing chat and messaging at an astonishing rate, and this is fueling an explosion in the use of apps such as Facebook Messenger, WeChat, iMessage, WhatsApp and others. This trend is extending into the travel category, where brands have a significant opportunity to leverage chat and messaging to provide more streamlined, personalized services, and to generate meaningful operational efficiencies. This report explores the use of chat and messaging in travel, including analysis of the top messaging apps used by travelers, and the potential for text-based customer service, travel planning, shopping and booking.Analysts: Michael Coletta, Mark BlutsteinTopic: Technology InnovationSegment: Hotels & LodgingRegion: U.S. & CanadaResearch Type: Report
As we will describe in this report, conversational interfaces are an example of AI-first technology. Their defining capabilities are in the natural language processing (NLP) algorithms that enable users to interact with the machine the way they would with another human. The main goal of this Innovation Edition article is to provide you with both a background on the technology and an analytical framework that can support the design of customer experiences enabled by conversational interfaces.Analyst: Gabriele PiccoliTopic: Technology InnovationRegion: U.S. & CanadaResearch Type: Report