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The Growth Strategy Blog

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Conversational Marketing (chat bots) in the Travel Industry

Jan 24, 2019 7:20:15 PM


Travelers from all over the world want all their information needs to be met in order to make their experiences more fulfilling. They want all travel businesses to make sure that there is an ease of communication and that any information is readily available on social media platforms and through email marketing.

While the majority of travelers are getting their wishes met, one trend is slowly taking over and replacing some methods that are slowly becoming outdated.

More people than ever are now using messaging apps than other social media platforms. One of the most commonly used trends now is the use of chat bots for better and more efficient interactions between customers and the travel industry.

In a recent study, the number of users of Facebook, Twitter, LinkedIn and Instagram totaled to between 3 and 3.5 billion, while messenger apps like WeChat, Messenger, WhatsApp and Viber had way above 3.6 billion users.

What is Conversational Marketing (Chat bots?)

A chat bot is an artificial intelligence conversational entity or a computer program that conducts conversations via textual or auditory methods. The main objective of a chat bot is to simulate a human conversation in its understanding and processing of information and language. Most chat bots in the market only answer to predefined questions.

In today’s world, chat bots are like personal assistants that can answer questions and respond to all enquiries in real-time. They can give recommendations and can easily analyze the context of any conversation and give a clear response to the user. Chat bots are conversational agents and the majority of them are found in call centers, customer care offices, DevOps Management, airports, hotels and as personal assistants.

Why Use Chat bots?

The use of conversational marketing in the travel industry has many benefits to both the user and the industry itself. Below are some of the benefits that come with using chat bots in the travel industry.

Saves Time

The travel industry is one of the busiest in the world and as a result, customers ask many questions. To attend to all the travelers, many traveling destinations employ customer service representatives who can sometimes get overwhelmed.

Chat bots can easily take over these activities without tiring, and they also save time for customers who would otherwise be waiting for an email or a helpline to answer their questions.

Provide 24/7 Customer Service

The travel industry does not sleep, and at any given time, there are people trying to get from one place to the other. Chat bots bring efficiency and competence to the industry and can serve customers 24/7. With improved customer service, comes more productivity.


Conversational marketing creates personalized relationships between the industry and its clients. Chat bots will remember all the clients' demands and will act on them faster than a human worker would. Chat bots help customers to book their flights easily and will guide them until they get their accommodation, making sure that they have everything they need.

Some of the best chat bots in the travel industry

  • Seattle Balloon Bot
  • Alison
  • Sofia
  • KLM on Messenger
  • Kayak Slack Bot
  • Hello Hipmunk
  • Carla
  • Claire
  • Pana
  • Mezi, and many more

Wrapping it Up

The travel industry is seeing a rise in the number of younger people traveling for holidays, compared to the past when the industry was mainly a preserve of the older generation, couples going for honeymoon vacations or people going away for work obligations.

The majority of these young travelers are techno-savvy and want to keep up with the trends.

While the industry cannot completely rid itself of other means of marketing, like the use of social media platforms, they do have to offer the majority of their customers the newest trends in the market in order to stay relevant.

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Myrna Arroyo
Written by Myrna Arroyo

Myrna helps business owners who've been frustrated that they've spent lots of money and time on their marketing, but it hasn't produced results. She helps them develop effective growth strategies that can create more website traffic, leads and revenue.

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