Digital travel platform Agoda has introduced an AI-powered chatbot called Booking Form Bot, designed to enhance the bookingexperience by providing quick, accurate answers to last-minute questions.
Idan Zalzberg, chief technology officer at Agoda, shared, "Helping travellers stay informed at every step of their journey is central to building trust in our platform. At the booking stage, last-minute questions often arise around cancellation options or payment terms. The Booking Form Bot provides instant answers right when travellers need them, helping them book with confidence.
Booking Form Bot
Agoda's internal research found that over a quarter (28%) of users pause or exit their booking to navigate back to the property page to ask questions about promo codes, cancellation policies, and price discrepancies.
With the new tool, users can receive information on cancellation terms, cashback, and other last-minute details to complete the booking.
The Booking Form Bot automatically understands the user's booking session, including the selected property, room type, rate plan, and terms, and provides customised responses. This reduces the need for users to repeat details or leave the page.
