Agoda has unveiled its Booking Form Bot, an AI-powered chatbot designed to answer booking-related questions during the final stage of the reservation process. The tool is intended to address common last-minute queries that can cause travellers to pause or exit before completing a booking.
According to internal research by Agoda, 28 per cent of users navigate back to the property page from the booking page to recheck trip details. Customer research found that uncertainty around promo codes, cancellation policies and price differences are among the main reasons bookings are delayed or abandoned. The Booking Form Bot provides real-time responses to these queries within the booking form, allowing users to remain on the page while seeking clarification.
The chatbot builds on Agoda’s existing Property AMA Bot, which answers more than 30,000 accommodation-related questions each day. While the earlier tool focuses on property information, the Booking Form Bot operates at checkout, where booking decisions are finalised. It draws directly from the user’s active booking session, including the selected property, room type, rate plan and terms, enabling it to provide session-specific answers without requiring users to repeat information.
Questions handled by the bot include eligibility for free cancellation, cashback offers and payment terms. Agoda said the approach aims to reduce friction at checkout by providing context-aware information at the point of decision.
The Booking Form Bot is accessible by tapping a chat icon on the booking form page and is available on the Agoda app and mobile browser. Agoda did not disclose plans to expand the tool to desktop platforms.
The launch forms part of Agoda’s broader use of AI to support the booking process across accommodation, flights and activities. The company said the focus remains on improving clarity and efficiency at key points in the user journey.
Idan Zalzberg, chief technology officer at Agoda, said: “Helping travellers stay informed at every step of their journey is central to building trust in our platform. At the booking stage, last-minute questions often arise around cancellation options or payment terms. The Booking Form Bot provides instant answers right when travellers need them, helping them book with confidence.”
