Summary

The travel and e-commerce industries are both fascinating use cases for any digital evolution. Unlike many other industries, digital solutions have managed to replace whole functions and even professions, or at least minimized them. It is therefore interesting to see how these two industries, which are always pioneers in the market, are reacting to automatic conversational solutions, and how they deal with the limitations and challenges that these solutions bring with them.

For a long while, chatbots' added value wasn't clear to many industries, but as technology evolves, the use cases are revealing themselves slowly. It is clear to see that the market is approaching these solutions with much caution, however, some of the leading brands are already experimenting with some more advanced capabilities.

I chose KAYAK and eBay for this chapter's examples, since they are far more advanced in the market with their voicebots and chatbots implementation. There is a lot we can learn from the...