Modern customer support has come a long way. The travel industry alone has completely transformed from the days of face-to-face consultations at travel agencies to the era of call centers, live chat, online bookings, and now AI-run contact centers and chatbots! In fact, a survey by Statista from 2023 shows that 63% of respondents said they use AI chatbots via mobile phones to plan or research travel.


If you’re a business traveler or someone running a travel business, you’re likely aware that chatbots and live chat support agents coexist to support travelers, but how do they really compare?


Chatbots vs Live Chat: What’s the Difference?  


AI-powered chatbots are programmed to handle regular queries, including booking adjustments, travel itineraries, or even payment troubleshooting. They work 24 hours a day, ensuring that customers always have access to information. Modern chatbots are intuitive, learning from interactions that ultimately improve their responses over time. 


AI-Powered Chatbots


A survey conducted in March 2024 shows that 59% of respondents in the USA and Canada under 45 years of age used generative AI for travel inspiration and planning. This really comes as no surprise. AI-powered chatbots are the ultimate agents when it comes to efficiency, providing advice and guidance, keeping track of all communications, and getting things done extra quickly.


Advantages of AI-Powered Chatbots


  • Responses and interactions with customers at any time of the day or night

  • Can handle a high number of requests/interactions at the same time

  • Keep a summary of all interactions to assist future agents

  • Cut back on contact center costs by reducing the number of callbacks required

  • Keep customers impressed with speedy first-time resolutions

Disadvantages of AI-Powered Chatbots


  • Lack the emotional element that is sometimes needed if a customer is unhappy or irate

  • Struggle to complete unusual or unique queries

Live Chat Support


While chatbots are efficient and, in most instances, highly effective, humans have empathy and personalized touch that’s challenging to replicate. Humans bring critical problem-solving skills to every scenario, whether it’s dealing with unexpected flight delays and cancellations or trying to find lost baggage.


Advantages of Human Agents


  • Have a nuanced understanding of human emotions

  • Handle complex or uncommon queries with relative ease

Disadvantages of Human Support Agents


  • Usually only provide assistance during regular office hours

  • A limited number of queries can be handled in specific time periods

The Convenience of Chatbots for Travelers and Travel Businesses


It’s late at night, you’re in a foreign country, and you suddenly need to adjust your travel bookings, but the travel agency booking office is closed. A few years ago, this situation might have spurred enough anxiety to lead to a sleepless night. Nowadays, the problem can be solved in a few clicks or taps. Let’s say you’re traveling for business in Japan. All you need to do is activate your eSIM Japan plan, log onto the travel agent’s website, and let their AI chatbot get your answers and make the adjustments. There’d be no waiting around for business hours.


When it comes to travelers and travel business owners, chatbots gleam as effective and efficient help agents. They can help with planning itineraries, recommend local attractions, and check bookings and payments. They can also help cut back on operational costs by answering FAQs and assisting with bookings, removing the need for excessive callbacks by human agents. Back in 2022, Forbes already predicted that AI would be a big business in travel planning by 2023 and 2024.


Chatbot services are available 24/7. For travelers and business owners alike, it means complete peace of mind that it’s business as usual, regardless of the time of day or their location. A chatbot makes for the best personal assistant when rushing through an airport and needing quick details about a delayed flight or boarding gate. There is no hold music or waiting, but rather quick and efficient service instantly. And if the chatbot can’t handle the complexity of your problem, there’s always the option to escalate to human support—for that personalized touch!


The Future of Travel Assistance


Forbes recently released an article touching on the fact that the travel industry is riddled with legacy systems and how AI is about to transform all things travel. It’s a good point to make. The integration of AI-powered tools into the travel industry is just the beginning. When paired with constant connectivity with an eSIM, you can get the information you need with no delays.


The future of AI in business and travel has great things planned. Just imagine a chatbot that doesn’t just handle hotel and flight bookings but also provides real-time updates on weather, local events, and transportation.


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