Instant messaging and Artificial Intelligence - The future of tourism industry?

post by : arnaud.kolly1



Instant messaging is quickly becoming one of the most important tools for tourism industry to communicate with customers. Instant messaging services are mobile application that allow you real-time communication. In addition to live chat, users can also share files, locations and much more (Facebook Messenger, WhatsApp, WeChat and Snapchat).

WhatsApp is the most popular instant messaging application with one billion monthly active users. Exceeded by the large number of requests, some companies equip themselves with chatbots to improve their customer service. Chatbot (contraction of “chat” and “robot”) is a messaging system with artificial intelligence capable of interacting with users. Integrated on the website or on social networks, the software analyses the question and provides a personalized answer.

Today, artificial intelligence is perceived as one of the most promising markets. According to numbers from Bpifrance, the global market for smart machines is expected to grow by 53% between 2015 and 2020. Multinationals like Amazon, Google, Facebook, IBM and Microsoft have set up a research unit and work together with technology specialized start-ups in order to improve Artificial Intelligence. It is estimated that $ 5.4 billion will be invested in these start-ups in the coming years.

In conclusion, AI is a very lucrative market that is partly explained by an increasing technological dependence and tourism industry should jump onboard. What about you? Do you think that instant messaging and chatbot will be the future customer relationship management tool in tourism industry?

 

 


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Présentation1.pdf


Authors

Kolly, Arnaud - 701_e (2016); Labrada, Andrea - 701_e (2016)

 

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