AI bots are a hit across the hotel biz, and if they feel creepy, you’re not alone: Study
A recent study from Texas A&M reveals that hotel booking chatbots are causing discomfort among users. The research indicates that inaccuracies, deceptive behavior, and intrusiveness contribute to this negative perception. Inaccuracy was found to be the most significant factor affecting user experience and bookings.
- ▪The study surveyed 340 adults in the UK who used chatbots for hotel bookings.
- ▪Inaccuracy was identified as the primary reason for users feeling unsettled, with a negative response over four times stronger than other issues.
- ▪Deceptive behavior and intrusiveness were also noted as contributing factors to the creep factor of chatbots.
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If you have ever tried to book a hotel online and found yourself unsettled by the AI chatbot trying to help you, science has your back. New study from Texas A&M College of Agriculture and Life Sciences confirms that hotel booking chatbots are genuinely creeping people out, and it is actually hurting bookings. What is giving hotel chatbots their creep factor? Monkey Business Images/Shutterstock Researchers surveyed 340 adults in the UK who had used chatbots to book hotels and found three main culprits behind the ick factor: inaccuracy, deceptive behavior, and intrusiveness. Inaccuracy was by far the biggest offender, triggering a negative response more than four times stronger than the other flaws.
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Excerpt limited to ~120 words for fair-use compliance. The full article is at Digital Trends.
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