According to Travelaer research very often people turn to messenger apps after all other customer service agents have failed. “So they are there to complain or get help, rather than buy something,” Slone says. This is something that Expedia seems to have clocked. Speaking at the OTA’s 20-year anniversary press conference earlier this month Expedia’s Scott Crawford, Vice President, Product Management, said that given the high number of people using Facebook messenger it is expecting “a lot more activity in this area”. However, he was quick to add that NLP lends itself very nicely to customer service queries and open-ended search questions. Get the full story at EyeForTravel