Real-world Conversational AI for Hotel Bookings

27 Aug 2019  ·  Bai Li, Nanyi Jiang, Joey Sham, Henry Shi, Hussein Fazal ·

In this paper, we present a real-world conversational AI system to search for and book hotels through text messaging. Our architecture consists of a frame-based dialogue management system, which calls machine learning models for intent classification, named entity recognition, and information retrieval subtasks. Our chatbot has been deployed on a commercial scale, handling tens of thousands of hotel searches every day. We describe the various opportunities and challenges of developing a chatbot in the travel industry.

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