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Social Media As A Sales Channel: Chatbots, Messengers, Customer Loyalty And The Law

eTravel World

March 9, 2017

11:00 - 11:30

Hall 7.1c, eTravel Lab

When communicating with companies, more and more customers expect speed, directness and authenticity. In order to meet these expectations and fashion a sales approach which is as personalized as possible, many companies rely on social media and interactive dialogue systems for customer service and the booking process. This lecture illuminates the opportunities of both digital technologies and applied bot-systems at Facebook and WhatsApp, as well as smart language assistants like Amazon’s Echo, as sales and marketing channels for tourism. Using the latest practical examples, like the “Travel Assistant Thomson” from IBM Watson or “myAustrian Messenger” from Austrian Airlines, the handling of these tools, and their related legal framework, will be revealed.


Peter Hense, Lawyer, Spirit Legal LLP

Katja Rengers, Lawyer, Spirit Legal LLP