Consumers broadly accepting of Chatbots
comed by frequent travellers. A study cit-
ing with brand chatbots? The evidence
ed in Hotel Business at the end of last year
shows that there is broad acceptance of it
found that two-thirds of travellers would
- so long as the distinction between a bot
find a chatbot either useful or very useful
and a human being is clear.
in managing business and work travel
Media agency Mindshare worked with
arrangements.
Goldsmiths College in London to produce
In fact, more than a third said they would
a report called “Humanity in the Machine.”
actually prefer to deal with a chatbot than
The research found that almost thirds (62%) of consumers aged 18-65 would be
a human agent, when making their travel plans.
willing to communicate with chatbots
That being said, there is one watch-out,
that represent brands through platforms
consumers don’t like the idea of Chatbots
such as Facebook Messenger.
pretending to be human.
And when looking at the travel industry in
While finding that people were happy to
particular, Chatbots are actively wel-
deal with chatbots, the “Humanity in the
29.
Airline Marketing Monthly | June 2019
How do consumers feel about interact-
