CHATBOTS FOR CUSTOMER SERVICE ON HOTELS’ WEBSITES

• Authors: MIROSŁAWA LASEK , SZYMON JESSA
• Languages of publication: EN

Abstracts

EN

In this article we present an analysis of implementations of a chatbot - a program which simulates an intelligent conversation with webpage visitors, dedicated to ho-tels and guesthouses (hotel chatbot, in short: HC). We obtained unique data from five various webpages exhibiting various configurations, containing a total of 17413 user statements in 4165 conversations. HC informative function was confirmed for more than 56% of the conversations. Moreover, 63% of users prefer to interact with HC if it suggests at least one clickable option to choose as an alternative to typing. The results indicate that the implementation of speech synthesis increases the per-centage of users who decide to start a conversation with the HC and it may have a positive impact on the percentage of users that book rooms online.

Keywords

EN

Reservation Systems; Hotel Chatbots; Hotels' Websites; Touristic Services; Human - Computer Interaction; Economic Value of Chatbots

• Publisher: Katedra Informatyki Szkoła Główna Gospodarstwa Wiejskiego w Warszawie
• Journal: Information Systems in Management
• Year: 2013
• Volume: 2
• Issue: 2
• Pages: 146-158

Dates

published

2013

Contributors

author

MIROSŁAWA LASEK

• Department of Information Systems and Economic Analysis, Faculty of Economic Sciences, University of Warsaw

author

SZYMON JESSA

• Denise Systems sp. z o.o.

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Identifiers

ISSN

2084-5537