4 Ways How Chatbots Can Help The Hotel Industry

May 27, 2019


Chatbots Have The Power To Impact And Transform The Hotel Industry.


Chatbots are the topic of discussion in every hotel conferences and hospitality articles. This is because of all what it can accomplish for the industry. Listing it out, chatbots can -


1. Completely redefine a hotel’s guest experience by engaging the guest in totally unique ways.


2. They can make your brand more relevant by attracting millennials directly to your hotel.


3. Chatbots make your staying experience smooth by giving you the ability to text them directly. You can text them through their own apps or on third-party channels like Facebook Messenger or Whatsapp.


Presently, there are thousands of hotels that are already offering messaging services to their guests, some are offering the option to text them directly while some have developed their own apps, and the rest are utilizing third-party messaging channels like Whatsapp and Facebook.


Closing looking at this technology trend, it seems like your next brand interaction will likely not be with a human being. In fact, Gartner Predicts, 85% of the interaction will be managed without a live person.


Seeing this percent, you can say Chatbots are quickly and seamlessly taking over customer interaction process to deliver a better experience. With AI-powered Chatbots, service efficiencies can be improved up to 80%, shorten the waiting time and increase customer satisfaction.


Now, let’s read about the top ways chatbots are changing the hotel industry for the best.


1. Smarter Booking Experience

Chatbots in the hotel industry is changing the way booking inquiries are being handled and visitors being converted.

The front desk staff who is liable of doing all these tasks now can be handled by conversational bots. These AI-powered bots are programmed to develop conversation through Natural Language Processing, enabling concise, efficient, and controlled interactions.


Visitor: Hi, I wanted to know is my booking confirmed for tomorrow? 10:39 pm


Chatbot: Hi, Owen, Thanks for connecting us, yes your booking is confirmed from June 6th till June 8th. 10:39 pm


Visitor: Thanks 10:40 pm


Chatbot: Always happy to help! 10:40 pm


Interactions for hotel booking that are filled with intelligent chatbots can offer immense convenience to the guest. A 24/7 front-desk availability along with fast-paced delivery service can make front desk inquiries a happy place to be.


Also, the chatbot in combination with live chat agents can fuel digital reservations helping hotel businesses up their customer experience.


2. Data Reservoir for Tailored Recommendation


Customers depending on chatbots for their inquiries being answered means, “A mine of shining digital data”.


Although all this is in its infancy. Chatbots’ learning abilities and analytics combined with IoT devices can offer tremendous benefits for the hotel business. And also maximize revenue by leveraging available data of their recurring customers.


Hotel Edwardian


Guests can utilize the hotel’s chatbot services by typing “Edward” text message. Edward can guide guests to local restaurants, nearby bars, famous spots, and can even handle complaints. If Edward fails to address any service the request can fall to the hotel staff.


Personalization and On-Premise Recommendation


Hotel visitors can be completely assisted from their departure to their destination with personalized recommendations all along the journey. And to provide exclusive and preferred recommendations it is important to garner heaps of customer data.


Predictive analysis and personality branding can help in spotting the customers’ future needs and please them by providing services before they ask for.


Also, chatbots analytics ability makes hotel agile in recognizing the next set of trends when it comes to product and services. It can be used to identify and evaluate the customer’s persona and provide with relevant packages that the hotel provides.


The practice of providing highly personalized recommendations based on an individual’s taste can gain more attention.


Interlinking Predictive analysis and Customer’s geo location.


If there is a customer who enjoys an early morning coffee and is traveling in the morning with a spouse, who is likely to reach the hotel.


The Chabot can track their location and share a Buy One Get One coffee offer to the customer when they cross the hotel’s coffee shop. This can easily entice them with ongoing offers and discounts.




3. Increase Booking conversions and reduced abandonment

A chatbot can quickly lay down the process of booking and reduce a hotel’s dependency on travel agencies, which in turn will increase direct non-commissionable booking revenue.


If you have integrated your chatbot on your website, your guests will start using this direct method to book their trips.


Hotel Clarion, Stockholm


Hotel Clarion in Stockholm has an AI-powered Chatbot equipped with powerful features. It is designed to help guests online booking, other information, ordering room service, hotel-related operations, and hailing cabs.


Now talking about why do guest abandon their bookings.


According to SiteMinder


- 13% found the booking process too complicated and were put-off.

- 10% of bookings were lost for asking too many details

- 21% needed to check with others before booking


And there are a lot more reasons, such as time scouting for better deals, researching further, and technical issues.


Given, the current technology is not achieving the objective for most of the hotel businesses. Leveraging chatbots can push the process in the right direction. Chatbots can significantly reduce the booking path of a visitor. Its real-time interaction can seize the option to book the best room at great rates without any hurdles in between.


4. Guests Sending On-property service request via Chatbot


The millennial guest does not prefer to pick-up hotel phone and talk at the reception for their requirements. They also do not like to wait for a simple question to be answered. Here, chatbots can provide a solution, addressing the guest’s requirements across multiple levels.


With Chatbot, hotel guests can seamlessly send service requests. Laundry pick-up, order amenities, book spa session, and leave feedback all can be done without picking up and dialling hotel room’s landline.


Hotel Cosmopolitan, Las Vegas


Cosmopolitan has an AI-powered voice activated bot who accomplishes service requests via texts. The bot manages queries precisely and also conveys unknown queries to hotel staff. It also recommends guest entertainment options and local sites, and hotel specialities.


The best thing about chatbots is that unlike humans, the chatbot never gets exhausted. It works seamlessly, and the guests will only require an internet connection for perfect customer experience. It connects brands with customers on everyday messaging platforms and understands whichever language they speak in.


As a hotelier, if you are still struggling to engage with millennial guests. Then you need to integrate a next-gen customer experience provider- an AI-powered chatbot.


Chatbots can easily cross-sell and up-sell because of predictive analysis and machine learning algorithms. They can easily optimize any personalized messages accordingly as they converse. Every customer interaction will be helpful and informative, leading to more open up-sell and cross-sell opportunities!


It is a great opportunity for hoteliers and has also become important for them to keep up with the technological savvy guests. This is why both text and voice chatbots are gaining prominence in the global market.


This is a syndicated content from the Chatbot News Daily.




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