Founded in 2009, Dydu has been the French leader in conversational AI platforms (chatbot, callbot, voicebot) for over 14 years. With offices in Paris and Bordeaux, the company currently employs 40 people, 20 of whom are dedicated to developing its solution. With more than 160 projects to its credit, deployed for 70 customers, Dydu works with numerous major corporations (Orange, Total Energies, Safran, etc.), SMEs and public administrations. Today, the company announces the release of an infographic that provides an overview of French travel booking trends and preferences. With recent technological advances, notably the introduction of generative AI, holiday planning methods have evolved considerably in France. In fact, 41% of French people believe that these new technologies are helping to reduce the stress involved in organizing vacations. The increase in online bookings poses new challenges for specialized e-commerce sites.
82% of French people will have prepared their holiday on online sites by 2023
As the summer vacations approach, the behavior of French travelers continues to modernize with the increasing integration of technology into their preparations. By 2023, travel trends reveal a significant adoption of digital tools, with 82% of French people organizing their holidays online and 65% making their bookings via digital platforms.
On average, travelers consult 38 websites when planning their trips(1), actively searching for personalized offers and itineraries. This can be a long and complex process, as evidenced by the 55.8-day(2) average time-to-buy in the tourism sector. During this preparation, 54% of French people express the desire to be able to book at the last minute(3), 46% attach great importance to not losing money when booking, and 41% wish to be able to cancel their bookings free of charge(4). These last-minute behaviors lead to peaks in traffic and requests for advice, constituting a challenge for companies that must constantly innovate to meet travelers’ expectations and improve the customer experience. 72% of consumers now expect companies to integrate AI to improve their customer experiences (5).
61% of French people want AI to help them prepare for their trip
The growing demand forAI assistance in travel preparation is tangible among the French, with 61% expressing an interest in being supported by this technology. Among them, 31% want to use it to find the best prices, 12% to organize their travel documents such as VISA or passport, and 10% to discover the best places to visit. AI would thus effectively optimize the process of finding destinations, activities and services, meeting the expectations of travelers seeking efficiency and personalization for their stays.
Assisting travelers and enhancing their experience with conversational robots
The integration of AI, and chatbots and callbots in particular, on websites makes it possible to classify requests, handle those that don ‘t require the intervention of an advisor, and keep others waiting for a connection. In the tourism sector, a chatbot can respond 24/7 to a variety of queries, such as general information and logistics (check-in, services, rates and conditions, loyalty programs), reservations and purchases (bookings, modifications or cancellations of accommodation, car rentals, plane or train tickets), after-sales service (follow-up information, reservation modifications or cancellations, refund requests), as well as opinions and feedback (satisfaction surveys, suggestions). 41% of French people say they are ready to talk to a chatbot rather than an agent in certain situations. This figure rises to 58% among 25-34 year-olds and 62% among 18-24 year-olds. Among the preferred situations, 17% of travelers want recommendations, 12% want help in organizing their trip , and 12% want backup solutions in case of unforeseen events(6).
The integration of AI and conversational robots is opening up many new prospects for tourism players. By adopting these technologies, companies can make it easier for the French to plan their vacations and enjoy them to the full, while optimizing their internal resources allocated to customer relations.
Key figures :
- 82% of French people will have prepared their holiday on online sites by 2023.
- 72% of consumers now expect companies to integrate AI to improve their customer experiences.
- 61% of French people would like to be supported by AI when preparing a trip.
- 41% of French people say they are ready to talk to a chatbot rather than an agent in certain situations.
- 58% among 25-34 year-olds and 62% among 18-24 year-olds.
1- Source: Expédia
2- Average buying journey: The buying path is the research process followed by a person before making a purchase.
3- Source: Fédération nationale des organismes institutionnels de tourisme
4- Source: Travel Predictions 2022, booking
5- Source: Zendesk
6- Source: Zendesk and YouGov survey of 1,000 people in France, and 6,000 in Europe in 2023.
7- Source : Zendesk
