Lea wrote a very interesting comment about this article, regarding booking engine design.
I also read this article and i was wondering the same question: how can booking engines be more human like? After all, when guests chose to book online, most of them do not want to lose time, know exactly what they want and just need a fast, convenient, easy to use and reliable place to do it. If they wanted assistance and advices, why should they rely on a machine to help? Isn’t it the role of the reservation staff to help them and to provide them with the information they need in order to make their stay a wonderful experience? We are supposed to work in a service sector, the hospitality sector and there is a tendency to empty the social content in our jobs. I agree internet tools are a good way to gain time (and profit!) but I believe humans cannot be replaced by machines systematically. There is an interesting article on this topic that I strongly advice people to read: http://www.tnooz.com/2010/06/01/news/humans-drool-technology-rules-or-vice-versa/
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