How AI is Shaping the Future of Customer Experience

#artificialintelligence 

Booking.com, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking Alpha, Booking.com will begin using AI within its mobile apps to provide travelers with instant recommendations for local events and attractions once they've reached a destination. Booking Experiences tool, which has been launched on its iOS and Android apps in Amsterdam with planned rollouts in Dubai, London, Paris, and New York over the next few months, makes suggestions based on a user's personal experience and from having analyzed millions of personal likes and dislikes and how these experiences impact the buying decisions for various venues. For instance, chatbots powered by AI are able to field and answer questions from customers on a variety of subjects, from generating recommendations on gift purchases to locating the nearest Chinese restaurant. As with other forms of automation, some have questioned whether AI will replace customer service reps and people in other types of customer-facing roles.