As the availability of digital services has grown over the past two decades, the expectations of the customer have changed as well. Travellers will no longer be content with services that are not intuitive, instant and personalised.
Currently, there is an explosion in the growth of personal assistants, using voice or text, which customers will increasingly utilise over mobile or web channels.
The industry is growing
Chatbots will power 85% of all customer service interactions by the year 2020
47% of consumers are open to buying items through a chatbot, and 37% would buy items from Facebook
60% of US online adults already use online messaging, voice, or video chat services
Half of all searches will be voice searches by 2020. The voice market will grow from $1.6 billion in 2015 to $15.8 billion in 2021