A survey of 18,500 people across 25 countries by Booking.com has found that 80% of travellers prefer self-service tools when researching their options, and that 50% of consumers don’t mind whether their enquiries are answered by a human being or an automated system.

Booking.com has introduced an AI-enabled chatbot available across different devices and platforms to handle post-booking queries including payment, transport, arrival and departure times and date changes, and if it cannot solve an issue it alerts the property directly or passes the query to the human customer service team.

There is wider evidence that people are satisfied with automation across the whole hospitality sector, as long as the chance to speak to a real person is also available.

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