's service and support chatbot, the Booking Assistant, is now widely available on its mobile app, Facebook Messenger and the website.

The Booking Assistant uses facets of artificial intelligence to help answer customers' questions.

Right now, the chatbot can respond to 30% of customers' hotel-related questions in under 5 minutes, said. When the chatbot can't answer a question, it "pulls in support from either the customer service team or the property, adding their response directly into the conversation." The chatbot identifies the source of the information.

It is programmed to answer frequently asked questions on payment, date changes, transportation, pet policies and Internet availability.

According to's research, "50% of consumers don't mind if they deal with a real person or a computer, so long as their questions are answered."

"For us, [artificial intelligence] is not about replacing human interaction, but is instead a vehicle to facilitate an even more personalized, instantaneously gratifying and frictionless travel experience for consumers," said James Waters, global director of customer service at

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