DEVELOPMENT OF A TELEGRAM CHAT-BOT FOR PROVIDING TECHNICAL SUPPORT IN THE FIELD OF TOURIST SERVICES

Abstract

In today’s digital age, interaction with customers and users through chatbots is becoming more and more relevant and demanding. «Travel Support Bot» serves as a vivid example of how innovative technical solutions can simplify and optimize the process of providing information services and user support. The article implements a number of key aspects of a chatbot for a travel agency. The main requirements and expectations of users from a chatbot in the field of tourism have been determined. The possibilities and needs of the market regarding the use of chatbots for providing consultations and answering customer questions have been analyzed. The logical and functional structure of the chatbot has been developed, including the FAQ system and categories of questions. A chatbot has been developed to provide users with technical assistance. An intuitive chatbot interface for interacting with users and providing them with information is demonstrated. A diagram and visualizations are presented to better understand the user interaction with the bot and its main functions. A scenario of using a chatbot for customer service is demonstrated. The system of forwarding to the operator in the chatbot is described. «Travel Support Bot» demonstrates its multi-functionality, offering not only automated interaction, but also a seamless transition to live communication when needed. This provides users with the confidence that their more complex inquiries or concerns will be handled with care and professionalism. A hands-on analysis of the code used to implement this functionality, including the triggers that activate redirects and the logic for determining when a user should be redirected, is performed. The best practices for ensuring a smooth transition and preserving the context of the conversation are highlighted, which will ensure high quality of communication and customer satisfaction. Thanks to the developed chatbot «Travel Support Bot», users can receive real-time answers to questions related to travel services.