Booking.com launches Booking Assistant to empower the tech-savvy travellers

Booking.com announced the expansion of the pilot version of its new service and support chatbot, the Booking Assistant.

As the latest evolution of Booking.com’s messaging platform, the Booking Assistant merges proprietary Artificial Intelligence technology with Booking.com’s customer service support. Available to an increasing number of travellers in advance of the busy end-of-year travel season, the Booking Assistant empowers customers to get first-line support for their upcoming bookings, including timely responses to their most common stay-related requests, all through a single intuitive chat interface.

James Waters, Global Director of Customer Service at Booking.com, said, “As we operate in an industry that is incredibly personal, emotional and complex, maintaining the right balance between genuine human interaction and efficient automation is something we’re always trying to fine-tune and optimise throughout every stage of the consumer journey, including with the Booking Assistant.”

Built entirely in-house, the Booking Assistant leverages natural language processing technology to identify the most frequently asked questions from customers, including topics such as payment, transportation, arrival and departure times, date changes, cancellation requests, parking information, extra bed requests, pet policies, Wi-Fi and internet availability, as well as a wide variety of greetings and thank-you messages.

Booking.com is currently training the model to refine the current number of questions it can manage into more than 90 specific subtopics that can be quickly identified and handled appropriately.