Academy of Strategic Management Journal (Print ISSN: 1544-1458; Online ISSN: 1939-6104)


Strategic Management of a Travel Company in the Conditions of Introduction of Modern Information Technologies

Author(s): Orystlava Sydorchuk, Olexandr Kuchmyeyev, Vasyl Shykerynets, Viktor Perederii, Alla Klimova

The study showed that the introduction of a chatbot will positively affect the work of almost any travel company, improving both economic indicators and the quality of service. In addition, such automation will remove part of the non-core work of filling out CRM-system data from managers and provide them with the opportunity to focus specifically on further individual customer service, whose wishes and contacts were pre-compiled by the chatbot. On the other hand, customers will receive the necessary support and assistance immediately on the site, and the best service experience from a previously informed manager, which will improve the quality of service and increase their loyalty. Based on an analysis of the best practices for using chatbots, it was proposed to create a bot that can receive pre-orders from customers, fill out a CRM system with customer contact information, and transfer this data to a live specialist for the agency. The developed chatbot creation algorithm is filled with the specific content of each stage of the development and implementation of a chatbot that can learn.
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