How Artificial Intelligence Improves Hotel Guest Experiences
By: Shalom Obi
Have you ever checked into a hotel in a central area; perhaps with family, partner or friend and maybe you decided you want to eat the best Asian food around but don’t know jack about anything. You decided to ask the concierge only to be given a huge map that got you hungrier and agitated? Yes! Been there done that and definitely not going back to that era of non-digitization anymore! So should hoteling.
The Change is Here
Times are changing, technology is taking over, the world keeps evolving and there is no stopping it, hence the reason why the hospitality industry needs to embrace technology for better services. As a hotel it is important to know your customers better in ways you know that technology such as chatbots to Artificial Intelligence, can enhance communication and guest experience. Hoteliers should also note that adding digitalized features should be one that is appealing to the minds of this modern society. Each changes should have a purpose which in this case, is to enhance guest experience on-property. Engaging your guests shouldn’t be based on a one time visit but should be all about taking care of your guests, making them feel very welcome so through word of mouth and other methods as they see fit, they can recommend you to their friends and family.
We can’t talk about technology without mentioning Artificial Intelligence, which one would assume it’s all about robotics that are here to replace humans, but that is not the case in this context. Majority of technological devices have voice enhanced assistance, which has become a norm not only with our mobile devices (Alexa or Siri) but with GPS as well. Hotels now have similar technology which is in form of A.I hotel concierges It is improving guest experience, become more sharp-witted and convenient for the modern society.
The ability to exploit machine learning and A.I via data analytics, can enable the hotel industry to generate a superior perspective for their customers while appealing to their customers extensively. They also have what it takes to revamp the hotel industry by customizing client’s experience from the moment they arrive to when they depart from your hotel property. Being able to exploit a robust A.I service. Hotels will be able to encapsulate customers travel patterns, experience inquiries, location preferences as well as information on purchases. This data will be useful to improve guest experience and satisfaction using A.I powered chat-bots
Chatbots can perform variety of tasks for you such as recommending sightseeing close to your hotel, restaurants within proximity etc. A Chatbot is a virtual parallel of communicating with a real human being, but with artificial intelligent service, available at all times.
5 ways chatbots are changing Guest Experiences.
Managing Guests visits
Chatbots are the ideal technology for customer centered business as is the case of the hotel industry. They can also be your 24/7 customer care technicians or representatives, that can assist your hotel with the check-in and check-out services. It can also send regular updates that is related to the stay of guests. Chatbot can also notify guests when their room have been cleaned, when the room is available, attractions around the hotels among other things. This kind of automation helps hotel to reduce congestion of front desk phone and simple queries that are attached to human staff.
Control of Customers queries
Using automation, chatbots can systematically respond to questions or concerns and accept adequate requests for information for guests. Most of the inquiries directed to concierge are recurrent, therefore requests to the concierge desk can reduce significantly with the assistance of a bona fide programmed chatbot.
Room Service? Yes, Please!
Having a guest calling the hotel kitchen is not as logical as using a chatbot for meal order in this tech savvy generation. Chatbots have the ability to show you the menu, allowing guests to instantly place an order. Guests can also know and receive updates of their order with the appropriate integration of chatbot into the hotel system.
Since chatbots have the ability to inform guests with useful information’s, it can also inform guests of opportunities to upgrade amenities such as spa activities, room upgrade, among other things. Machine learning powered chatbots take advantage of algorithms that find customer conversations to be helpful, explanatory and customized, which in return can drive an upsell transformation.
Just after your guests checks-out and are on their way, chatbots can enhance your hotel’s guest experience with feedback from your guests. It is a great method for requesting satisfactory feedback and potential room bookings. Chatbots can also follow up by sending deals and promotions for future stays which is exceptionally beneficial.
Although chatbots are still evolving, it is crucial not to overstretch your design. According to a senior Consultant at Webcredible, May Stanford states that “…the key to designing with AI and chatbots is thinking from a user-first point of view”. This means for brands who just began to analyze the evolution of chatbot, it is paramount to be straightforward and honest about the objective of chatbots to your clients.
Are you looking for a chatbot service for your hotel guests? Feel free to request a demo by sending a message to [email protected]
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