Travel companies using chatbots worldwide 2020

A December 2020 survey explored the use of chatbots in the travel and hospitality industry worldwide. According to the study, roughly a quarter of respondents claimed that their companies were using chatbots that enable guests to make general inquiries, bookings, and similar services. Meanwhile, 46 percent of the surveyed marketers and IT professionals claimed that their companies were working on introducing chatbot services in the future.

Usage of chatbots that enable guests to make general inquiries, bookings, or similar services among travel and hospitality companies worldwide in 2020

Characteristic	Share of respondents
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Release date

February 2021

More information

Region

Worldwide

Survey time period

October 15 to December 11, 2020

Number of respondents

13,277*

Special properties

marketers and IT professionals in the travel & hospitality industry

Method of interview

Online survey

Supplementary notes

*The source specifies that "The survey was launched on 15 October 2020 and closed on 11 December 2020 with 11,413 qualified respondents. In addition, 1,864 third-party panel participants were added to meet quota requirements in some sectors and regions, for a total of 13,277 responses. Third-party panelists were given an incentive for their time". Respondents from the travel & hospitality industry accounted for three percent of the total survey sample.

The source adds the following information: "The sample is global, with EMEA providing the largest share of respondents (48%), followed by North America (29%), and the Asia-Pacific region (19%)".

The original wording used by the source is the following: "Please indicate your organization's capabilities when it comes to optimizing the digital experience: using chatbots enabling guests to make general enquiries, bookings etc.".

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