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Chatbots for customer service on hotels’ websites

Lasek M., Jessa S.

Information Systems in Management

2013

Vol. 2, No. 2

146--158

In this article we present an analysis of implementations of a chatbot - a program which simulates an intelligent conversation with webpage visitors, dedicated to hotels and guesthouses (hotel chatbot, in short: HC). We obtained unique data from five various webpages exhibiting various configurations, containing a total of 17413 user statements in 4165 conversations. HC informative function was confirmed for more than 56% of the conversations. Moreover, 63% of users prefer to interact with HC if it suggests at least one clickable option to choose as an alternative to typing. The results indicate that the implementation of speech synthesis increases the percentage of users who decide to start a conversation with the HC and it may have a positive impact on the percentage of users that book rooms online.