The travel and e-commerce industries have two common challenges that make it very difficult for any new solution to have an immediate impact:
Current solutions are very advanced
The discovery challenge
I consulted some of my colleagues before writing this chapter and asked them to refer me to the best bot – whether voice or chat – that they could recommend in these industries. The recommendations I received for the travel industry weren't necessarily for good companies, but rather for large companies that have already implemented a bot solution. In the e-commerce category, Amazon and Google were recommended many times. We all agreed that there isn't yet a bot that truly makes a difference in the industry and that we still have a long way to go. But why is that?