The primary use for chatbots today is for customer service requirements. As consumers conduct more travel research on mobile devices and have to manage increasingly complex itineraries, chatbots are well placed to assist by helping to drive loyalty through faster, more accurate communication. Yet the report notes that travel brands are still struggling to take cognisance of this. “Our research shows travel companies don’t take Facebook Messaging with customers seriously,” says Mike Slone, chief experience officer at Travelaer. “Most don’t respond to customers via Facebook Messenger within a week, and even fewer have a chat bot. The small percentage of travel bots that are live don’t impact the customer journey in a meaningful way, are gimmicky and don’t fit into an overall digital strategy. Customer service is most in demand, not commerce.” Therefore, travel and tourism brands need to work harder to improve their chatbot services and their ability to respond to complex customer requirements. Doing so can help to alleviate the load on teams across a business and increase customer service levels. Get the full story at EyeForTravel and download the white paper at EyeForTrael (free registration)