US: Priceline launches AI-powered chatbot - What do customers feel about chatbots and AI?

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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