Why? I am looking forward to it. For example now, if I order a hotel, I might book it via phone or email, and then I get a notification email about the order. And... let's say one year later I want to book again - I think it is more convenient if I can do it via chat application, where I would just chat with the hotel, and whats most important, the previous communication is still there in history and I can refer to it - while with email, there is no continuity of my relationship with that hotel.