Expedia was among the first to use Facebook Messenger chatbots last spring. The aim was to use the chatbot as a sales tool, however Scott Crawford, Expedia’s vp of product management gained a great insight while trialing and testing the bot and established that the majority of Expedia’s bot inquiries are actually related to customer service and not sales.
This led Expedia to relook at their sales model and “clearly define what role the chatbot will have in the booking process and what is key to retaining the user’s attention”