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Ctrip renews chatbot for online customer service

09/26/2016| 11:09:26 AM| ChinaTravelNews 中文

Ctrip launched its refreshed chatbot to improve user experience and increase the company’s overall operating efficiency.

After a period of testing, Ctrip announced on September 22 that the company has re-launched its chatbot which is now available on various platforms such as Ctrip’s website and App. 

An industry observer said that the artificial intelligence robot will not only improve user experience but also increase the company’s overall operating efficiency. 

Ctrip launched its first version of chatbot in 2015. In overseas market, there have also been a couple of chatbot applications for supporting travel service such as Facebook Messenger’s numerous chatbots.  

Unlike traditional call center agents, the chatting robot can respond to a consumer’s various requests such as hotel booking, ticket reservation, refund or flight changes within one or two seconds on average. 

The robot program will make comparatively accurate judgments on consumers’ queries. It will reply to questions that it’s able to answer, or just switch to human service when it’s unable to answer a query. (Translated by Jerry)

TAGS: Ctrip | Facebook | chatbot | customer service
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