Mobile App and Web-Based Chatbot
Watch Booking.com's bot in action
- Functionality includes queries on issues such as payment, transport, arrival and departure times, date changes and internet availability
- Impact: The bot can deal with nearly 50% of customers’ post-booking accommodation inquiries
- The bot was developed in-house by Booking.com
SMS Chatbot
- A confirmation text is sent to the phone number associated with the user's booking request as well as an invitation to interact with Booking.com's chatbot
- All queries that do not require credit card access can be handled between the bot and the user
- The bot was developed in-house by Booking.com