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  1. 1 Information Systems in Management

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  1. 1 JESSA S.

  2. 1 LASEK M.

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  1. 1 2013

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CHATBOTS FOR CUSTOMER SERVICE ON HOTELS’ WEBSITES

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LASEK M., JESSA S.
Information Systems in Management
|
2013
|
vol. 2
|
issue 2
146-158
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.
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