@Stephanie Thanks for posting the video.
My reaction to the first look is actually irritation, as a host.
Things like "directions from your host" and "some helpful details from your host".
I consider myself, as a host, to be in the hospitality business (not technical support). This third-party, off-hand, arm's length approach to communication seems all wrong. If I was a guest booking a stay in a person's home, I would be asking myself why the host is too busy just to talk to me directly.
And during my stay, if I have a question, is my host going to talk to me, or is a bot going to talk to me ?
A bot doesn't replace the personal communication essential to making a hospitality business successful. One has to build a personal relationship, even if one isn't going to meet the guest in person.
I'm sure this is the main reason why people are so irritated with what passes for customer support, these days, too. I feel this approach is probably best suited to hotels.
Now that I've seen it, I want to be able to turn it off.