All roads lead to Rome. A sentence said by the French poet Alain de Lille in the Middle Ages in 1175 is valid more than ever today in the digital world: all roads must lead to the business website.
Although messengers are strong in customer communication and the omnichannel customer experience demands the business to spread itself over a variety of channels to make sure customers are met at each touchpoint… it is the website that shall be the focal point of the business digital ecosystem.
What to do, if we do not want or can’t hire more people to chat with customers all over the internet?
The answer is clear and already known – digitize and automate.
Here is how a small hotel in Bulgaria, 20+ rooms “Izgreva”, used a very basic chatbot in Facebook Messenger to redirect its customer and guests to the master AI chatbot on the hotel website.
The buttons in the information cards in the Messenger chatbot content link to the precise information in detail in the main chatbot. This way, users continue searching for information and answers smoothly although being redirected from Facebook to the property website.
The website chatbot is powered by conversational AI. It shows detailed information in the old fashion chatbot way through cards, buttons and links, and forms for collecting customer information and assisting with inquiries and can answer frequently asked questions instantly.
In addition, the AI chatbot on the website serves as the night duty catching the questions and inquiries of some 45% of the hotel customers. To the hotel team, the digital assistant saves time and resources. The AI chatbot also plays a vital role as a first and zero-data collection tool by showing statistics about customer behavior in the chatbot and sorting customer questions to help the hotel analyze customer search to turn into improvements and new business opportunities.