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Chatbot in the tourism sector? Better than a travel agency!



The chatbot as a virtual collegue in travel agencies!

How to implement it? Creating a Chatbot can be the revolution in the tourism sector!

Which is the context?

Starting from the definitions, we define a Chatbot a virtual colleague, specifically a software, that simulates and processes human conversations (written or spoken), allowing users (internal or external to a structure) to interact, obtain information and perform tasks as if they were talking to a real person.

How can you exploit a chatbot in the tourism industry?

For example, as a virtual colleague for online travel agencies active 24 hours a day!

Premise: the chatbot is not a market trend, it is a real innovative and digital marketing tool that allows to achieve one or more specific business objectives and that can therefore help a travel agency in this regard.

Phases of implementation

So what is the strategy to be adopted?

The chatbot roadmap has several phases:

Definition of business objectives

  • Why create a chatbot for an online travel agency?
  • What’s it for?
  • What is the ultimate benefit you want to get?

In general, Chabots can automate standardized and repetitive business processes but, they can also play different roles.

In an online travel agency, a chatbot could turn into a virtual colleague performing pre-sales duties.
Competent on everything that is present on the agency’s website and fully informed on all the products and services offered, the chatbot can provide 360-degree support and pre-sales assistance to customers and potential customers who are visiting the site.

The result is: greater operational efficiency, improved user experience, increased brand reputation.

Audience determination

  • What answers do users expect from a chatbot?
  • What are the needs of the target market?
  • What are their expectations/needs?
  • What do they expect from your brand?

The goal is therefore to understand the key audience you turn to with the tourism products offered.

In case there is more than one target audience it is necessary to proceed with a segmentation of the market and then adopt a differentiated and targeted marketing strategy according to the type.
The chatbot must be set with relevant keywords and respond to all the themes on the site.

After segmentation, it is necessary to create the Bot Framework i.e. the context, the structure and the technique to create a chatbot from the point of view of the end user. The structure you use to implement a Bot Framework and then create a user story is as follows:

  • Who (who is the person)
  • What (what he wants)
  • Why (expected result)

The User Story must of course be based on the segmentation of the audience and the specified interests.

Definition of the value proposition of the chatbot

  • What value does chatbot bring to people?
  • What problem specifically solves?
  • What makes your business unique?
  • Can you communicate its value to your potential customers?

The chatbot must be used as a promoter of unique value proposition. Users who use it must understand the correct role of the tool and perceive the specific intrinsic value.

Creation of the conversation flow

The conversation is the basis of the user experience through the chatbot. Therefore, creating a clear and logical flow is extremely important. After a first phase of Onboarding, phase in which the user is encouraged to interact with the chatbot, you must invite the user to the action: you have to offer him a welcome value!

An example in a travel agency could be to offer a discount!


The active role of Blue BI

Blue BI is active in the hospitality sector and, to meet all the needs of the accommodation facilities, has created BBI X HOSPITALITY, a specific solution of Business Intelligence for this sector and BBI x CHATBOT, a team of virtual colleagues.

We could almost talk about a team of Travel Chatbots that providing information about the products and services offered, not only improves the user experience but answers questions in a smart way, quick and detailed thus improving the customer service and brand reputation of the travel agency.

Moreover, through the use of artificial intelligence, the chatbot can also become a very proactive and even more skillful colleague.

We realize Business Intelligence & Advanced Analytics solutions to transform simple data into information of freat strategic value.

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