How to Improve Flight Booking with Personalized Search

Save your spot!

Fulfilled Users Make a Profitable Business

Your goal as a travel company is to be aware of how travelers search for a flight, but also when, where, and what’s truly motivating them.

According to Expedia, a typical customer searches up to 48 times before booking a flight. To provide travelers with a seamless Search experience, it’s no longer enough to display the resulting flight options.

The emergence of machine learning technologies has led the travel industry to rethink Search in creatives ways. The use of Natural Language Processing (NLP), from “Search-Anything” fields to Chatbots, it’s facilitating the task of making travel a personalized experience. But where to start?

IN THIS WEBINAR YOU’LL LEARN,

  • The most common flight booking habits of air travelers
  • What is Natural Language Processing and how Expedia has implemented it
  • Simple steps to design a seamless chatbot experience
  • Recommendations for consistently display results across platforms

If you want to know more, you can read this related blogpost. You can also send your questions ahead for the Q&A session at mleon@nearsoft.com

WEBINAR ASSETS

Don't miss this webinar!

Save your spot!

Participants

Misael León

Product Designer at Nearsoft

Greg Mushen

Director of Product Management, Flight Shopping at Expedia, Inc.

SHARE

How to Improve Flight Booking with Personalized Search

Your goal as a travel company is to be aware of how travelers search for a flight, but also when, where, and what’s truly motivating them.

According to Expedia, a typical customer searches up to 48 times before booking a flight. To provide travelers with a seamless Search experience, it’s no longer enough to display the resulting flight options.

The emergence of machine learning technologies has led the travel industry to rethink Search in creatives ways. The use of Natural Language Processing (NLP), from “Search-Anything” fields to Chatbots, it’s facilitating the task of making travel a personalized experience. But where to start?

IN THIS WEBINAR YOU’LL LEARN,

  • The most common flight booking habits of air travelers
  • What is Natural Language Processing and how Expedia has implemented it
  • Simple steps to design a seamless chatbot experience
  • Recommendations for consistently display results across platforms

If you want to know more, you can read this related blogpost. You can also send your questions ahead for the Q&A session at mleon@nearsoft.com

Participants

Misael León

Product Designer at Nearsoft

Greg Mushen

Director of Product Management, Flight Shopping at Expedia, Inc.

Travel Funnel Characteristics

This text is extracted from minute 3:26
  • Looking for a flight is the first part of a long funnel in the travel industry. When a customer is planning a trip there is a lot of uncertainty about how to search for what they want.
  • The first three stages of the travel funnel are, inspiration, planning, and finally booking a flight.
  • Customers put a lot of effort to find the best flight that adjusts to their needs. If you’re part of a product team, your job is to make the process easier. One solution can be chatbots.
  • A typical customer searches up to 48 flight combinations before booking. According to Expedia, for a given round trip flight search between two destinations, there can be billions of flights combinations. Even when just looking for a single departure and return date.

How We Search for a Flight

This text is extracted from minute 10:05
  • 60% of flight searches and reservations are done directly in travel website, only 35% through a tool.
  • Through field research, Expedia was able to discover that when people are looking for flights they still write their results on paper to compare options and share them with friends.
  • A quick getaway is planned 1 month ahead. However, when planning a long vacation it can take from three to five months prior to the trip to decide. Also, everybody is looking for holistic searches, customers want to find everything in one place.

How Chatbots are Changing the Travel Experience

This text is extracted from minute 13:26
  • A chatbot is a program able to have a conversation and pass as a human. It is a summation of how a human would communicate with you while booking a flight.
  • There are some questions that seem more natural in a chat interface that filling them out in a form. Such as, What is the best time to go to Mallorca? Certain responses may be more understandable in text.

How to Create a Chatbot Experience

This text is extracted from minute 16:25
  • Tackle a very specific problem within the travel funnel. A chatbot should be very specific, so the experience is positive for users.
  • Cover multiple scenarios from a specific problem. To document a Chabot workflow you need to consider, user flow, preconditions, the bot’s speech, available options, hints or help, the user’s possible answers, errors, and validations.  
  • Give personality to your chatbot.
  • Work towards being predictive. Identify your chatbot limitation and prepare for specifics questions it may not be able to answer.

How Do Results Differ on Website vs Chatbots?

This text is extracted from minute 28:08
  • On websites, you can get creative and present as much options as the product team decides.
  • On a chatbot interface, it is important to present the minimum information to keep the customer engaged.
Watch more Webinars