How Hotels Are Using Artificial Intelligence to Provide an Awesome User Experience
Being in the 21st century, any industry that is unwavering or uncompromising in any way when it comes to amalgamating new technological changes is on its way to slow down the course of development and is setting itself up for defeat in the long run. In order to maintain constant growth and revenue streams, it is imperative for businesses today to include contemporary digital technologies. The last 10 years have seen incredible innovations and breakthroughs in the landscape of digital solutions — one such compelling technology being Artificial Intelligence (AI).
Often misconceived as a replacement for human power, the concept of AI as a technological aid is much larger, wider and pervasive. It has created greater trust, however, for the hospitality industry, it shows the promise of transforming its processes, services and facilities through AI-powered robotics. Today, the hotel industry, where comfort-defining advancements are most rapidly incorporated, has sophisticated its entire system with the adoption of many innovative methods used for providing satisfying customer service.
Let’s learn more about how the hotel/hospitality industry leverages Artificial Intelligence to deliver an unparalleled user experience.
The Idea of Erecting Intelligent Hotels
Having an intelligent hotel that surpasses customer expectations is the strategy many modern hospitality leaders and service partners conjure. What adds viability to this concept is the thought of making it all enhanced with AI-powered care, support and service. There are certain essential elements that make hotels intelligent. Some of which are:
- Concierge robots
- Digital assistance
- Voice-activated services
- Travel experience enhancers
- Automatic data processing (machine learning)
AI robots not only diminish the human involvement with its voice-activated assistants but also smarten the way hotel guest service is delivered to customer’s satisfaction. From customer’s personal choices to their smallest of needs, AI-enabled hotel concierge bots can offer minute service and careful assistance.
Artificial Intelligence Entering the Hotel Industry
Apple’s Siri started providing voice-activated assistance to its mobile users to an extent that it has become almost a norm now. Amazon Echo and Alexa have also joined the race of creating a richer, more delightful customer experience using the power of machine learning of AI software.
Ever since the artificially intelligent system has crept into the hotel industry, the hospitality sector is abuzz with AI’s ability to learn about customers using its data analytics platform that helps hotel staff create a better frame of customers. Utilizing the full potential of AI software, they can capture a gamut of information about:
- Customer Purchases
- Travel choices
- Journey patterns and itinerary
- Location preferences
- Hotel rating inquiries
- Payment methods
The knowledge gathered thus can further be translated into providing insightful experience to hotel guests as they travel, inquire, stay and enjoy the luxurious hotel amenities.
AI-Powered Concierge for Exquisite Customer Service
More and more hotels have come to realize that in-depth customer service with properly harnessed customer insight is the best key to increase brand value. This is why we have begun to see a rise in mature-service hotels where customers are not only regaled with hotel’s interior charm but are also equally satisfied with real-looking AI robot concierge service.
In last few years, we have managed to feel comfortable with voice assistants on the go as well as at home, bridging the gap between machine and humans. The hospitality industry is, therefore, viewing this technology in form of dwarf hotel concierges.
Take an example of Hilton Worldwide Hotel whose new AI-based concierge Connie is transforming the hotel guests experience. Connie is deemed as the first ever AI-enabled robot with two-feet of height. Performing just like a human concierge, Connie can assist arriving hotel guests at front desk standing on its bipedal support.
Connie has the following attributes for offering exquisite customer service:
- It relies on IBM’s Watson AI for computing intelligence
- Uses travel database WayBlazer
- Gives real-time recommendations for visit-worthy sites and attractions
- Answers customer queries on the spot
- Learns from frequent customer interactions to refine its responses
- Provides excellent care and support as a robotic concierge
Exhaustive Care with Mobile Apps
People love absolute control and flexibility and feel attracted to securing their comfort level at hotel premises. As a part of special privileges, a good number of hotels treat customers with smart controls as they arrive. A dedicated mobile app empowers customers’ stay, giving them the luxury to unlock their room, adjust room temperature, and operate curtains, order drinks and many other things using their smart mobile phone.
Here, AI-driven chatbots intervene as a vital key to customer service. Hotel guests can use hotel’s special mobile device to interact with chatbots to perform all relevant tasks including:
- Ordering meals or drinks
- Suggesting special dishes
- Controlling room temperature and lighting
- Scheduling dinners/lunch
- Managing evening reservations
- Taxi booking and itinerary planning
- Recommending interesting sightseeing and visits
- Answering critical queries
Through virtual interactions via mobile app, chatbots can bypass hotel staff and be a service representative just like a human at the other end.
This goes on to establish that hotels can seriously cut down their human capital’s time spent on monotonous and repetitious tasks thus improving employee productivity, increased communication with guests and exceptional customer service in general — all by deploying smart chatbots/artificial intelligence.
In the next blog in this series, we will cover how hotels can go about further personalizing their customers experience through the use of applications and travel companions by knowing their customer better and taking the next steps towards reaping the best benefits of integrating AI in their operations.
