Best travel & hospitality chatbots for 2024

What is a travel and hospitality chatbot?

A travel and hospitality chatbot is a digital tool designed to assist customers in the travel and hospitality industry. These bots provide real-time support by answering customer inquiries, offering personalized recommendations, and managing bookings.

6 best travel chatbot tools & software

1. Freshchat

Freshchat serves as the market’s premier live chat and chatbot solution, designed to help resolve both routine and complex inquiries all from a single, unified platform. Freshchat’s combination of AI-powered bots and real-time chat capacity can be deployed across various digital channels, ensuring that businesses can meet their customers wherever they are. Even more, robust multilingual capabilities empower organizations to communicate with individuals in their preferred dialect, contributing to a more inclusive and accessible CX. 

Key features

• Ready-to-use bot templates available for different use cases, allowing users to set up their bot in no time

• Agent handover seamlessly transfers conversations to live reps with just one click

• Leverages small talk capabilities to engage customers by responding to casual conversation in a human-like manner, instead of with scripted robotic answers

• Conversation APIs enable users to connect their homegrown bot to messenger and team inbox

• Journeys empowers users to send targeted messages at strategic moments and proactively reach out to customers

Pros

• No code required to fine-tune bots; simply click, update, and save to update bot flows

• Highly customizable; easily adjust your chat widget to match your brand identity and train your bot with your unique business documentation

• Customizable reports can be displayed in various visual manners, while metrics can be tailored to reflect your specific requirements

• Chatbot is highly integrable with other Freshworks platforms and hundreds of third-party apps available through our extensive Marketplace

• Conversations that require escalation can be auto-assigned to agents based on their skill levels and load

2. Zendesk

Zendesk’s Answer Bot is built into Zendesk Guide, leveraging machine learning to reply to customer queries with specific content from a business’s knowledge base. It excels at providing answers to simple support inquiries, such as those concerning product specifications, order statuses, and subscription changes.

Key features

• Polyglot capacity supports 109 languages at native fluency and can automatically switch based on customer input

• Generative AI and Zendesk proprietary intent models help to deliver an accurate, high-functioning, human-like experience on every occasion

• Generative replies are fueled by knowledge base content, while tone can be adjusted to match a specific brand voice

Pros

• Automatically detect intent and sentiment, while identifying and surfacing topics to automate based on customer data

• Offers ability to tailor conversations for more complex situations, giving companies control over how AI agents respond to specific scenarios

• Optimize AI agents over time by assessing relevant key performance indicators (KPIs) to ensure they always perform at peak efficiency

Cons

• Tied into larger Zendesk packages, meaning that if you’re only seeking chatbot technology, you may be better suited looking elsewhere

• Interface is clunky and unattractive which can hamper the UX

• Limited feedback mechanisms may limit ability to improve chatbot performance over time

Price

Zendesk’s Suite Team plan begins at $55 per user per month, while you’ll have to contact it directly for a custom quote on its Suite Enterprise package

3. Yellow.ai

Yellow.ai is a conversational platform that uses AI to automate customer service functions for enterprise-level businesses. Its software is built on multi-LLM architecture and is trained on billions of conversations to improve accuracy, speed, and scale.

Key features

• NLP and generative AI help create empathetic conversations that are context-aware

• Dynamic conversation designer serves to help modify bots directly on the platform using a drag-and-drop interface

• Intelligent routing allows bots to quickly identify the nature of a customer’s problem and promptly route them to the appropriate human agent, with all context retained

Pros

• Integrable with 35+ channels, helping maintain conversational context throughout interactions, anytime and anywhere

• Capable of infinite scaling with Yellow.ai’s multi-LLM-powered platform

• Ability to generate and nurture leads via personalized automated text campaigns across various channels based on smart insights

Cons

• Limited reporting and analytics capabilities make it difficult to refine chatbot performance over time

• Integration with existing business systems is complex and requires deep technical knowledge

• Pre-built tools can limit the ability to companies to customize bots to fit their specific needs

Price

Basic Free plan available, while you’ll need to reach out to Yellow.ai directly for a custom quote on its Enterprise package

4. Engati

Engati is a chatbot platform that uses conversational automation and intelligence to help organizations improve the customer experience. It combines travel chatbots and live chat to create omnichannel CXs across multiple platforms.

Key features

• Docusense technology empowers users to upload their knowledge base, equipping their chatbot to answer most routine questions

• Low-code builder enables users to create bots quickly by using a drag-and-drop conversational modeler 

• NLP engine helps deliver personalized travel experiences, complete with context and intent, across all customer touchpoints

Pros

• Generative AI can be utilized to craft creative content for marketing and sales campaigns

• Bots can be deployed in 50+ languages to help cater to global and multicultural customer bases

• Can track frequently asked questions, chatbot actions, and more, providing businesses with valuable insights that can be used to fine-tune bot performance over time

Cons

• Many user reviews mention an unresponsive customer support team that’s difficult to get in touch with or takes a long time to reply when assistance is required

• Non-intuitive interface can make navigating the software challenging, particularly for non-technical team members

• Lack of transparency in pricing and no free plan available

Price

You’ll need to contact Engati directly for a custom quote on its various plans and packages

5. Veloop.io

Verloop.io is a customer service platform that uses AI to help companies automate and personalize their support efforts. Some of its key features include conversational intelligence, omnichannel automation, and agent assist.

Key features

• Voice notes available, for which bots can deliver as a transcribed text, helping it to understand user intent and concern

• Built on top of machine learning and natural language capabilities that can recognize what customers say even if they speak colloquially

• Report scheduling serves to send reports on your bot’s efficiency and other important support metrics to your inbox at your preferred time

Pros

• When interacting with a first-time visitor, bots can collect their email ID, showcase product recommendations, solicit feedback, and more

• Users can compare and analyze the performance of their bot against agents by using insightful chat statistics displayed on a visual dashboard

• Customers have the ability to make their payments swiftly via a secure payment gateway, as the platform connects with most popular payment applications

Cons

• Initial creation and deployment of bots can be complex and resource-intensive

• Sometimes lags and experiences glitches when handling a high volume of interactions simultaneously

• Notifications and alerts can be hit-or-miss, potentially causing issues when a conversation is escalated to a live agent

Price

You’ll need to reach out to Verloop.io directly for a custom quote on its various plans and packages

6. ChatBot

ChatBot is an AI-powered platform that scans your website, help center, or other designated resources to provide quick and accurate answers to customer questions. It acts as a highly versatile software offering application in customer service, sales, and marketing.

Key features

• Lead generation capabilities allow businesses to collect, segment, and qualify prospects automatically

• Transcripts automatically send a record of chats to designated email addresses, offering the opportunity to follow conversations right from your inbox

• Small talk capacity enables bots to reply to casual messages to maintain
the natural conversation flow

Pros

• When a case is complex and live agents are unavailable, bots empower customers to create tickets directly in the LiveChat window

• Automatically tags and categorizes all chats in the archives to help you organize conversations

• Offers ability to review questions answered by your AI model and supplement the knowledge for unmatched queries

Cons

• Pricing can be prohibitive for smaller businesses

• Limited ability to customize tone and layout to fit specific brand voice and identity

• Frequent network and server issues can lead to extended downtime for bots, potentially leading to customer frustration

Price

ChatBot’s Starter plan begins at $52 per month, while you’ll have to contact it directly for a custom quote on its Enterprise package

Benefits of travel chatbots

The travel and hospitality industry faces constant pressure to meet high customer expectations while managing operational efficiency. Chatbots for the travel industry have emerged as a powerful solution to this challenge, enabling businesses to automate routine tasks, reduce response times, and manage customer interactions seamlessly. 

Let’s take a look at some of the key benefits that travel and hospitality bots can offer your organization:

Travel chatbots are available 24/7

Today’s customers expect an immediate response when they require any type of support throughout their experience with a brand. Chatbots can provide instant assistance for these questions or concerns, which often occur when individuals are navigating the sometimes stressful process of booking a trip or preparing to fly. 

They ease the burden on your support team

In the travel and hospitality industry, support teams often face a constant flow of customer inquiries. Automating tasks like baggage tracking, booking management, and seat selection with a virtual travel agent can ease the workload, allowing staff to handle more complex issues.

Chatbots can provide multilingual support

Studies show that 40% of customers won’t make a purchase in their non-native language, making it essential for your chatbot to have some type of multilingual capacity. Polyglot bots allow your company to provide support to this potentially massive customer segment and consequently generate more sales. When you eliminate the language barrier and interact with individuals in their preferred language, customers are more likely to prefer your organization to your competitors. 

Drive more conversions on your website

When customers are browsing your website, receiving timely and relevant support from a chatbot can help drive them toward conversion. When bots are properly trained and deployed, they’re able to make tailored suggestions for individuals which can prompt them to book their next trip with you. 

Chatbots can also generate more conversions by showing relevant offers and discounts to the user to upsell effectively. For instance, they might offer additional services like airport pickup, upgraded seats, an airport lounge, or an extra one-night stay for a reduced price.

Use cases of travel chatbots

As the adoption of AI technology continues to grow, travel and hospitality chatbots are becoming increasingly versatile in their applications. From assisting travelers with booking arrangements to recommending complementary products or services, these bots are being leveraged in a variety of innovative ways. 

Let’s delve into some of the most common ways in which your travel and hospitality chatbot may be utilized:

Compare itineraries

Chatbots often serve to help users search for their desired destinations or accommodation and compare the results. Customers can simply input their criteria, and the bot will provide them with relevant results. This makes them more likely to complete a booking, as they’re presented with a concise list of relevant options in an easily accessible manner.

Handle common questions

Customers, more often than not, will have many questions both during and after the booking process. A chatbot can handle these FAQs and point individuals toward pertinent self-service resources. When customers have straightforward access to a chatbot, it can provide them with immediate answers and information, making it more likely that they’ll complete their booking. 

Booking reservations

Many travel chatbots can book reservations for users once they’ve decided on their travel plans. Bots can complete time-consuming tasks like taking payment information and triggering confirmation emails, which is almost always easier than completing a booking via the website or contacting a human support agent. 

Manage bookings

It’s important to keep in mind that the customer journey doesn’t end once an individual has made their booking. After a reservation has been made, chatbots can help customers manage their reservation by selecting their seats, checking in online, altering check-in dates, and more. They might also suggest additional amenities and services, such as storing more luggage or upgrading an individual’s seat, ensuring a seamless experience where all pertinent issues are handled as early on as possible.

Key features of travel chatbots

As travel and hospitality chatbots continue to evolve, their capabilities have expanded far beyond basic customer service tasks. These intelligent tools are now equipped with a wide array of features designed to enhance user experience (UX), streamline operations, and more.

Common activities that these bots might be tasked with handling in the travel and hospitality industry include:

Booking assistance

When a traveler is looking to book a flight, hotel, or vacation package, chatbots can quickly gather the necessary information, such as travel dates, budget, and destination preferences, to present tailored options that match the user’s needs. This level of personalization saves customers time and effort, allowing them to make informed decisions without the hassle of browsing through multiple websites.

Hotel & flight availability

Travel and hospitality bots play a vital role in providing real-time information about hotel and flight availability. When a user inquires about staying at a particular hotel or booking a flight, the chatbot instantly accesses up-to-date information from the hotel’s reservation system or the airline’s database. This allows the bot to inform customers about available rooms, seating options, pricing, and even special deals.

Payment, cancellation & refund assistance

Once an individual is ready to complete a reservation, travel and hospitality bots can guide them through secure payment options, including credit cards, digital wallets, or even loyalty points. This automated assistance reduces the chances of errors and speeds up the booking process, especially during peak times when manual customer service might be overwhelmed.

Status updates

Whether it's flight schedules, hotel check-in times, or reservation confirmations, chatbots can instantly relay up-to-date information directly to a user's device. For instance, if a flight is delayed, the bot can immediately notify the passenger, provide the new departure time, and even suggest alternative flights if necessary. Similarly, for hotel guests, chatbots might update them on room availability, check-in status, or any changes to their reservations.

Travel chatbot implementation best practices

To ensure that your travel and hospitality chatbot delivers exceptional value, it’s essential to adhere to a set of proven guidelines that can enhance its effectiveness. Implementing these practices can not only improve your bot’s performance, but also ensure a more satisfying and seamless experience for end-users.

Let’s take a look at some tried-and-true practices that can set your company’s chatbot up for success:

Determine which channels you will be targeting 

Start by analyzing where your customers currently engage with your brand the most – whether that’s through your website, social media platforms, mobile apps, or messaging services like WhatsApp or Facebook Messenger. Understanding these patterns will help you identify the channels where your chatbot can be most effective.

Choose the right tools & software

Here, you’ll first need to assess the specific functionalities required by your chatbot, such as booking assistance, multilingual support, payment processing, or integration with existing systems. The tools and software you choose should offer robust features that cater to these needs while being flexible enough to adapt as your business evolves. 

Personalize the travel chatbot to the business and customers

When personalizing your bot, it’s essential to incorporate your brand’s tone and voice into its responses, ensuring that every interaction feels consistent with your overall brand image. Whether your brand is formal and professional or friendly and casual, the chatbot should communicate in a way that resonates with your target audience. 

Leverage automation in the right places

Utilizing automation with your chatbot begins with identifying routine and repetitive tasks, such as booking confirmations and payment processing, that can often be handled without human intervention. These are areas where speed and accuracy are critical, and where automation can significantly reduce the workload on human agents. For example, bots can automatically handle inquiries about check-in times, hotel amenities, or flight status updates, allowing customers to receive immediate responses while freeing up staff to focus on more complex issues.

Integrate with existing systems

Before committing to a chatbot solution, it’s crucial to make sure it can connect with core systems, such as your customer relationship management (CRM), booking engines, payment gateways, and property management systems (PMS). These integrations allow your bot to access real-time data, such as customer profiles, booking availability, and payment status, enabling it to provide accurate and personalized responses.

Allow customers to access live agent upon request

Though chatbots, particularly AI-powered ones, are capable of handling a wide range of user inquiries, it’s always important to provide a clear and convenient way for customers to access a human support agent.