How conversational commerce will change our life.

1. Travel Summit by Bing

2. Marketing Trends in travel - Conversional Commerce
April, 2018
Stephan Keschelis
Vice President E-Commerce & Digital
Transformation
April, 2018

3. CHATBOTS
CHAT
+
BOT

7. Treat your chat service as
an VIP service

8. • Increase conversion rate
• Increase Average Order Value
Would
have
called;
33%
Would
have left;
33%
Would
have
continue
d without
help; 34%

9. • Identify Bugs
• Improve Usability

10. • Offer special services that require interaction
and approval
• “Best Price Guarantee”

11. • Increase Customer Satisfaction
• Loyalty to your (direct) channel

12. • Efficiency
• 3-5 concurrent chats per agent
• Canned responses
• Automation
• Great for off-shoring (if languages allow)

13. Conversational Commerce

14. Three Actionable Takeaways
1. Build a “real humans” chat
first
2. Automate standard tasks
by using bot technology
3. Use AI and bots to
support agents, not to
replace them

15. TH
A
N X