June 12th, 2023, Lesley Simeon
Online travel agency Priceline in association with Google is introducing artificial intelligence (AI) on its platform. The agency has launched an AI-powered chatbot that customers can engage with for services like making personalized hotel bookings.
We look at what Priceline’s current customers feel about the technology as well as about using a chatbot.
According to YouGov Profiles - which covers demographic, psychographic, attitudinal and behavioural consumer metrics - while 76% of Priceline’s customers feel “chatbots make talking to companies too impersonal,” 42% of them agree that they “love the ease of using chatbots to get answers.”
We also see how Priceline’s current customers prefer contacting businesses.
Profiles data shows that 41% of the brand’s customers and 34% of the general US population prefer contacting businesses through a phone.
Email is the preferred way to contact businesses for 16% of Priceline’s customers and 24% of the general US population.
While 11% of Priceline’s customers prefer interacting with businesses in person, 11% of them like to do so via live chat on company websites.
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Methodology: YouGov Profiles is based on continuously collected data and rolling surveys, rather than from a single limited questionnaire. Profiles data for the US is nationally representative and weighted by age, gender, education, region, and race. Learn more about Profiles.
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