Traveling is part of many people's lifestyle. Some people travel for pleasure, for the simple reason of getting to know more of our planet. Other times the reason for the trip may be work-related. In any case, there is a common need: to find a place to stay.

The accommodation search can become a tedious process, sometimes taking more time than we would like. If, in addition, when finding the right accommodation, the user needs to register on a new platform, the process can become an obstacle.

Hotelbeds realized this, so they set to work to solve the big question: "how can we prevent people who are interested in our services from getting stuck halfway through the registration process?

So, one goal emerged: to make the registration process as accessible and convenient as possible for users. They would make it a simple step in their search for the perfect stay at their destination. And along with this, other goals such as involving more users and improving conversion rates.

A conversational gear

There was a major obstacle to Hotelbeds' goal: none of the fields in the registration forms could be removed. Therefore, the key to improving the process was to make it more dynamic.

The solution was to implement a virtual assistant in this process. Thus, the conversational agent would replace the conventional form by collecting all the necessary information, but in a more natural way for the user: as if it were a conversation.

In this way, the registration process went from being on one of their main lead websites to be on every page of their site. The solution was presented as a friendlier and more dynamic way for users to register and, at the same time, it gave them the possibility of resolving frequently asked questions or doubts that might arise during the process.

Transforming operations

With the introduction of this technology, Hotelbeds undertook a complete transformation of its operations and most of its online products. 

This brought immediate results such as an increase of more than 25% in conversion rate in the first month of the virtual assistant's implementation alone.

In the first few months, it was shown that more than 50% of users preferred this conversational registration, rather than the traditional form.

Finally, the conversations with end-users provided a great deal of value to the sales department.