Conversational AI enables people to interact with software through text or speech. It uses language processing and machine learning to interpret input and produce responses. Chatbots and virtual assistants are examples of applications that can use these technologies. Source: IBM: Conversational AI

Test an ordinary conversation

Use a sample holiday enquiry with a correction, a follow-up question and an incomplete detail. Ask an adviser to judge whether the exchange stays clear and relevant. This gives a more useful picture than testing only a single, neatly phrased question.

Make the next step easy to follow

Decide when the conversation should offer contact with a person. Test the receiving team’s view and the message shown outside working hours. These checks help the traveller understand what will happen after asking for more help.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.