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Rethinking Flight Shopping With Conversational Search... With Chatbots
The document discusses the evolution of flight shopping through conversational search and chatbots, emphasizing the complexities and frequent searches users conduct before booking flights. It highlights how chatbots can enhance the search experience by providing immediate and relevant information, making the process more user-friendly. Key takeaways include creating a personable chatbot interface, displaying essential flight information clearly, and ensuring a seamless user experience.
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Rethinking Flight Shopping With Conversational Search... With Chatbots
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- 2. Rethinking Flight Shopping withConversational Search... June 15th, 2017 with Chatbots
- 3. PRESENTER Greg Mushen Director ofProduct Management, Flight Shopping at Expedia, Inc. @gregmushen PRESENTER Misael Leon Product Designer at Nearsoft @misaello HOST Kim Lantis Content Coordinator at Nearsoft @kimlantis I’m Emily
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- 6. 1. How WeSearch for Flights 2. How Chatbots Change the Search Experience 3. Creating a Flight Concierge Chatbot Experience 4. How to Display Search Results 5. Takeaways Our Time Together...
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- 12. I’m a robot! ReduceInitial Effort with Relevant Results
- 13. The typical customer searchesup to 48 times before booking a flight !!
- 14. The typical customer searchesup to 48 times before booking a flight !! 48 times
- 15. — Expedia “For agiven round trip flight search between two destinations, there can be billions of flight combinations, even when only looking at a single departure and return date.
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- 22. Flight search isa hard computational problem… also a tedious task for the user
- 23. Travelers like tothink they have a trick or strategy for finding the best airfare, but in reality we are all searching for and reserving tickets in similar fashion. — Skift “
- 24. How We Searchfor Flights ~60% Websites ~35% Tools Results on Paper
- 25. How We Searchfor Flights Getaway 1 mo Weeklong 3 to 6 mo Holistic Search
- 26. Chatbots are changing theFlight Search Experience
- 27. What is aChatbot? A chatbot is a program which conducts a conversation via auditory or textual methods. Designed to convincingly simulate how a human would behave as a conversational partner.
- 28. ● Certain queriesmay be more natural in chat interface e.g. When is the best time to go to Mallorca? Why use a Chatbot?
- 29. ● Certain responsesmay be more understandable in chat. e.g. The lowest price from Seattle to Mallorca is $1200, but if you fly out of Vancouver, BC the lowest price is $900. There is a 90% chance the price for this route will increase at least $100 in the next two days. Why use a Chatbot?
- 30. Specific Problem Creating a ChatbotExperience
- 31. ● Contact tosales agents ● Inspire about destinations ● Alarms on fare opportunities ● Search and find flights ● Info on in-trip information ● Tips on getting cheap flights ● Info on flight status Examples... Specific Problem
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- 33. Specific Problem Creating a ChatbotExperience Multiple Scenarios
- 34. Hi! I’m Standbot CaseStudy: Chatbot for Stand-ups SoftwareDevTools.com/stand-bot
- 35. USER FLOW NAME AVAILABLEOPTIONS USER’S POSSIBLE ANSWERS ERROR PRECONDITIONS VALIDATION Documenting a Chatbot Workflow HINTS / HELP BOT’S SPEECH
- 45. Creating a ChatbotExperience Personality through Conversation Multiple Scenarios Specific Problem
- 48. Creating a ChatbotExperience Interactive Options
- 51. Creating a ChatbotExperience Interactive Options Natural Processing Language
- 56. Creating a ChatbotExperience Interactive Options Natural Processing Language Work Towards Being Predictive
- 57. How do resultsdiffer on Websites vs. Chatbots?
- 64. Bare Minimum Information 1.Airports 2. Departure / Arrival Date and Time 3. Length of flight 4. Number of Stops 5. Price 6. Category 7. Action Item
- 65. How to DisplayResults Airports
- 66. How to DisplayResults Arrival / Departure Date & Time
- 67. How to DisplayResults Length of Flight
- 68. How to DisplayResults Number of Stops
- 69. How to DisplayResults Price
- 70. How to DisplayResults Category
- 71. How to DisplayResults Action Items
- 75. TAKEAWAYS Rethinking Flight Shopping with Conversational Search…with Chatbots 1. Chatbots are booming Do well one touchpoint of the funnel 2. Make a friendly personality Use of Natural Processing Language 3. Cover all possible scenarios Use inline prompts and buttons as call to actions 4. Display bare minimum results Provide clear action items for each result 5. Have a graceful exit strategy Create a general statement and/or propose a next step
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- 77. bit.ly/expedia-bot Expedia bot forFB Messenger
- 78. Want to knowmore? Contact us! Thanks! ux.nearsoft.com mleon@nearsoft.com @misaello Misael Leon expedia.com gmushen@expedia.com @gregmushen Greg Mushen Director of Product Management, Flight Shopping Product Designer