A Chatbot Strategy Starts with a Customer Journey Map

Two months after launching their flight booking chabot, airline X (true story, name not important) was disappointed with the results; it wasn’t getting much interest. What went wrong? It doesn’t improve the user experience. The strength of chatbot or voicebot is conversation and sometimes conversation is an inferior engagement method. […]

Air Traveler Self-Service with NLU

The top e-commerce retailers have set the standards for a modern customer experience. Does it matter to the travel industry? As of 2018 Amazon has a 49% e-commerce marketshare; their focus on the customer experience drives loyalty and revenue. As consumers we take these expectations with us across industry boundaries. […]