Conversational AI in Hotels: Transforming Guest Journey
Listening to guests’ opinions and feedback is crucial for any hotel striving for continuous improvement. Conversational AI facilitates this process by leveraging AI-powered surveys and sentiment analysis. Hotels can now seamlessly communicate with guests in their native languages, providing a truly personalized experience that surpasses linguistic limitations. Enhanced guest satisfaction, increased loyalty, and improved international reputation. This allows #hotels to provide personalized and instant interactions with their guests, revolutionizing the guest experience.
This level of customization not only caters to individual tastes but also showcases a commitment to customer satisfaction. They can handle simple tasks and routine queries quickly and accurately, freeing up customer service representatives to focus on more complex issues that require human intervention. This improves the overall quality of customer service by ensuring that customers get the help they need as quickly and efficiently as possible. Andrei would also like to see this level of personalization unified, and carried over across experiences, transcending companies.
For operations: Improved productivity and optimized customer service
Meanwhile, you can’t imagine manually sorting through an uncountable number of tweets, customer-supporting conversations, or surveys. That’s when sentiment analysis helps your business process large amounts of unstructured data efficiently and cost-effectively. Likewise, AI can be used to predict customers’ future actions based on their past behaviours.
They found callers were no longer yelling at the agents, as the agents were better equipped with answers via agent-assist. Agents were happier so attrition went down; the costs of hiring improved; and training time and costs were reduced. In one example, Comes team created an experience on a voice channel that would send users a link to a web form to fill out. The team had found some people just prefer to pick up the phone and call, instead of looking for the form to start.
The Generative Traveler: A Winding Path to Explore AI and Tourism
People still need to travel during these times, and operations need to be stood up quickly. As Laetitia Cailleteau of Accenture explains, virtual assistants can be put in place quickly, and can be adapted and updated rapidly to handle new queries as a result of these events. The conversational AI-powered hospitality tools are transforming guest experiences and shaping the future of the industry. In general, people can have a personalized travel guide in their pockets. Most sophisticated virtual agents even offer minute-to-minute public transportation schedules and notify them of happy hours in restaurants and bars.
Forbes indicates that prioritizing customer engagement is the key to success in the hospitality industry. It can be integrated across different channels covering many guest touchpoints. To run a hotel or a restaurant, you need to consider many variables – customer safety, service quality, support department, and many more.
How is artificial intelligence AI changing the hospitality industry?
Most of the FAQs and routine queries that you get on a daily basis can be solved instantly 24/7 with automated AI-powered hotel chatbots. AI-powered messaging solutions are also known to include virtual assistants, conversational bots or chatbots. Conversational AI has improved rapidly in recent years and is gaining popularity in the hospitality industry as hoteliers face staff shortage and need to reduce costs in the aftermath of the COVID-19 pandemic. However, some hotel owners are still unsure of what conversational AI can offer to in the hospitality industry, and how this innovative technology improves guest experience. Nelson sees the underlying technologies, including ASR, text-to-speech (TTS), and LLMs, continuing to improve and get better and more human-like.
In addition, customer satisfaction (CSAT) is also quite important for Aeromexico as it focuses more on the customer experience. As Nelson adds, anytime there is a positive experience with a customer, it increases brand loyalty and potentially increases the lifetime value of the customer. There is an opportunity to turn customer service interactions into sales opportunities. As Nelson explains, if you hear something or understand the context, you could turn that into an opportunity. To enable more personalized, contextually aware interactions, it is important to have a single source of truth in terms of customer information.
They can have travel-related questions answered and online reservations completed in just a few taps. If your guests have any questions, the AI-powered assistant should be able to answer them or otherwise connect with the front desk staff. Hotel tech solutions like digital keys enable a fully autonomous check-in process for guests and significantly reduce hotel reception’s workload. Your marketing and distribution teams need to ensure the properties are attractively displayed on the official website and across social media channels and OTAs platforms if you use them. Once you capture their interest – with multimedia materials and unmissable offers – most travellers will move on to do some further research. It’s common for airlines and hotels to raise prices on repeat flights or hotel searches.
At the same time, you can relax knowing that your guests are getting top-quality service. Communicate with guests on their favourite social media and messaging apps to benefit from better open rates and, subsequently, conversion rates. Send an automated campaign to your guest before their arrival to establish an immediate and interactive channel, like WhatsApp, for all their queries. This is a prime example of how conversational AI can be efficiently implemented in your guest journey – to answer frequently asked questions (FAQs).
Read more about Conversational AI Hospitality here.
- Guests don’t need to wander through a website, search for info and make the reservation independently.
- Such a tailored and attentive service strengthens the connection to the hotel brand and boosts loyalty, resulting in potential returning customers.
- With offices located across the globe, in the United States, United Kingdom, Paris, Singapore, and India, Cendyn serves tens of thousands of customers across 143 countries.
- This builds stronger relationships between businesses and their customers, whichultimately leads to greater customer loyalty and satisfaction.