GetYourGuide Joins Kayak and Expedia With a ChatGPT Plugin
It was late at night and Mary was scrolling through travel websites, trying to decide on where to go for her next vacation. She had a few destinations in mind, but wasn't sure which one would be the best fit for her. As she was browsing through different tours and activities, a little chat box popped up at the bottom of her screen.
"Hi Mary, is there anything I can help you with?" the message read.
At first, Mary was a little hesitant to engage with a chatbot, but the more she thought about it, the more she realized it could be helpful. She typed in her question and hit send.
Within seconds, she received a response.
"Thanks for reaching out, Mary! Based on your previous searches, I think you might be interested in our guided tour of Paris. It covers all the major landmarks and includes lunch at a local cafe. Would you like me to send you more details?"
Impressed by how personalized and quick the response was, Mary clicked "yes" without hesitation.
This scenario is becoming increasingly common, as travel companies are starting to invest in chatbots and other forms of automation to improve their customer service and conversion rates. GetYourGuide, an online marketplace for tours, attractions and activities, is the latest company to jump on board, with the launch of its new ChatGPT plugin.
The plugin, which is powered by artificial intelligence and natural language processing, allows customers to communicate directly with GetYourGuide through a chat interface on the company's website or app. Customers can ask questions, get recommendations, and book tours and activities without ever leaving the chat window.
According to Johannes Reck, CEO and co-founder of GetYourGuide, the ChatGPT plugin was developed as a response to changing customer expectations and a desire to offer a more personalized and instant form of communication.
"We know that customers today want to communicate with us in a more personal and immediate way, rather than having to wait on hold or send an email," he said in a press release. "By using AI and natural language processing, we're able to provide a seamless and efficient experience that's tailored to each individual's needs."
While GetYourGuide is not the first travel company to implement chatbots or other forms of automation, the company believes its plugin stands out for its ability to understand and respond to customer queries in a more natural and conversational way.
"Our ChatGPT technology is able to understand the context of a customer's question and provide a relevant and helpful response," said Reck. "It's not just about answering a question, but about engaging in a conversation and making sure the customer feels heard and understood."
GetYourGuide's ChatGPT plugin is not the only innovation in the travel industry when it comes to customer communication. Kayak and Expedia, two of the industry's biggest players, have also recently launched their own chatbots, which allow customers to search for flights, hotels, and car rentals, as well as receive customer support and travel recommendations.
Expedia's chatbot, which is available through Facebook Messenger and the company's mobile app, is powered by Artificial Solutions' natural language processing technology and can answer customer queries in over 20 languages.
Kayak's chatbot, on the other hand, is available exclusively on Facebook Messenger and is designed to help customers search for flights, hotels, and car rentals, as well as provide packing tips and travel advice.
While all three of these chatbots have the potential to improve customer experience and conversion rates, technological innovation alone is not enough to guarantee success in the highly competitive travel industry.
One company that has seen significant success in implementing chatbots is KLM Royal Dutch Airlines. The airline's chatbot, which is available through Facebook Messenger, has allowed the company to handle up to 15% of all customer queries through the messaging platform, reducing wait times and improving overall customer satisfaction.
According to Pieter Groeneveld, Senior Vice President of Digital at Air France-KLM, the chatbot has been particularly effective in improving the airline's response time during crises.
"During a crisis, we have to be able to communicate with our customers quickly and effectively," he said in a blog post. "Our chatbot has allowed us to do that, by providing real-time updates and support to customers who are experiencing disruptions."
In addition to KLM, other companies that have seen success with chatbots include Sephora, which has used its chatbot to increase customer engagement and sales, and Hopper, which has used its chatbot to help customers book flights and hotels at the best possible rates.
In summary, GetYourGuide's new ChatGPT plugin is the latest innovation in a growing trend of travel companies using chatbots and other forms of automation to improve customer communication and conversion rates. While technology is critical to success in today's digital ecosystem, companies must also strive to provide a personalized and conversational experience that meets the evolving expectations of their customers. By doing so, they can differentiate themselves from the competition and build long-term loyalty.
Curated by Team Akash.Mittal.Blog
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