From chatbot to top slot effective use of AI in hospitality

The secondary, but equally important consideration is that through the adoption of automation the byproduct is historical and behavioural information. This information, normally not previously existing prior to automation is then able to be stored, shared, analysed and used to improve the aspect of the business that the data supports. Even before ChatGPT you add a thing to the hotel’s tech stack, there are already a bewildering number of channels that a guest might use to contact the hotel; OTA platform messages, email, sms, live chat, social media messages, etc, etc. Hotels already have to monitor multiple siloed communication channels, even before they add a thing to their tech stack.

This can also help hotels manage their distribution channels more efficiently by analysing data from multiple sources, including online travel agencies, direct bookings and social media platforms. This can help hotels identify the most effective channels for reaching their target audiences and optimise their distribution strategies accordingly. AI-powered voice assistants are becoming increasingly common in hotel rooms, allowing guests to control room features, make requests, and access information hands-free.

The revenue for 3-to 5-star hotels in Oman went up to $191 million in March 2023, compared to $127 million last year, according to data from the National Centre for Statistics and Information. During the same period, the number of hotel guests in star hotels increased by 26 percent, reaching 522,753 in March 2023 from 416,287 in March 2022. Omanis remain the top guests with 181,369 visitors, while visitors from Oceania saw the highest growth of 210 chatbots in hospitality industry percent. Europeans were among the top nationalities that visited the country in March as 169,334 travelers from the continent visited Oman, compared to 119,432 in 2022. Guests from the Gulf region and other Arab countries grew by 31 percent and 38 percent respectively. Red Sea Global, a company fully owned by Saudi Arabia’s Public Investment Fund, is exploring the possibility of a public market offering, with plans to launch as early as 2026.

Account management

In a 2017 study from 3CInteractive, 40 percent of millennials say they use a chatbot on a daily basis. Four Seasons Chat allows guests to connect with real people on property in real time on multiple channels, including latest addition WhatsApp. Traditionally, chatbots’ limitations have been recognized after the fact or «post hoc.» By then, customers are likely frustrated. For deterministically programmed chatbots where given inputs produce given outputs, logs are mined for queries that haven’t been addressed yet because they tend to be outliers. Over time, the chatbot is able to answer more questions, but initially, the lack of answers to some questions may cause some customer churn. The chatbot offers patients 24/7 access to care, and pairs users with specific healthcare providers for virtual consultations.

Those in Gen X and baby boomers took an average of 6.4 and 6.3 business trips respectively. This demonstration video shows how young professionals and other company employees can use Pana’s free app to plan and make adjustments to their business trip. However, Pitchbook suggests that it has received roughly $4.5 million in funding from angel investors. According to a press release, the app will replace the need for the card company’s AskAmex service, a similar AI concierge which was in its piloting stage.

However, unless and until all OTA’s allow the unified inbox solutions access to their api’s, hotels are stuck with having to jump between numerous systems just to be able to communicate with their guests. AI-connected remote check-in systems can allow guests to check into their rooms remotely via a smartphone app and never need to stop at the front desk to begin with. It’s baked into your smartphone, your desktop and laptop, your virtual assistant, your smartwatch, and so much more.

Real-Time Security

We (eventually) understood we are not only a «people industry» but a «tech industry» too. Even a small independent hotel cannot operate successfully without half a dozen software. This automation saves serous labor costs from reduced maintenance, housekeeping, human monitoring, etc. However, despite all of these challenges, I do think the industry is on the cusp of achieving meaningful progress. Turner notes that IHG is very interested in generative AI but has only just started investigating opportunities.

But the rise of AI in travel planning has made it easier for consumers to find the information they need. According to managing director Winnie Chui, Myma.ai  currently serves clients across 30 countries around the world and is recognised as the leading AI chatbot in Generative AI technology for hotels. Myma.ai, which supports hotel operations with AI-driven solutions, has embarked on a campaign to build up adoption across Asia-Pacific, with one of its first initiatives being an in-person trade engagement in Singapore. There has been a lot of buzz and heated discussions about the role and impact of AI in the hospitality industry and travel in general. I have no doubt that AI will lead to a complete overhaul of the hotel tech stack and help solving labor shortages in hospitality.

Specifically in the marketing department, we’re seeing tremendous progress with the automation of personalized marketing campaigns that drive engagement, conversion and ultimately guest satisfaction. Two notable benefits are the consistency of responses and being a preferred method for those customers whose preferred method of communication is online chat. While robots also improve the customer experience, chatbots have more emphasis in this area because standard questions are more frequently asked to chatbots on websites. Oftentimes, potential customers will ask chatbots questions about amenities, daily specials for hotel restaurants, and operating hours.

Hotel industry worldwide

However, as AI technology advances, ethical deployment, addressing biases, and ensuring data privacy will be crucial. Continuous learning and adaptation will maintain the effectiveness and trustworthiness of AI solutions. Operational inefficiencies have long been a thorn in the side of the hospitality industry, often leading to increased costs and inconsistent service quality. Technologies such as automated check-ins, biometric security, and virtual assistants are already in play.

• Any back office procedure which is manual today should be reviewed for automation potential.
• Users who don’t wish to record voice messages can also send a text-based message with multiple travel requests to its chatbot.
• Advanced language models can enhance multilingual support, improving communication for a diverse range of clients.
• Pana claims to combine chatbots, humans and artificial intelligence to help companies and professionals manage travel.
• Temi robots also address the need for telehealth and remote patient monitoring technology.

Facial recognition technology can be used to detect unauthorized individuals and prevent potential security threats. AI-powered surveillance systems can monitor areas in real-time, ensuring the safety of guests and staff. For example, technologies like artificial intelligence (AI) chatbots can improve guest experience, mobile ordering can increase efficiency, and robots can lower staff workload and minimize costs. Gauvendi’s AI-powered solutions are changing the game by dynamically categorizing rooms and adjusting pricing based on real-time data. Case studies from Harry’s Home Hotels and Citizentral in Valencia demonstrated notable improvements in direct bookings and average daily rates (ADR), showcasing AI’s potential to maximize revenue and enhance customer satisfaction.

This can occur through the chatbot conversational interfaces itself or through links and attachments sent within the conversation. If there are any changes to the delivery schedule, such as delays or rescheduling, the chatbot can promptly notify the customer and provide updated information. Imagine you are visiting an online clothing retailer’s website and start a chat with their chatbot to inquire about a pair of jeans.

We’ve already discussed the link between personalized experiences and customer satisfaction, and that’s what AI can give you. Creating memorable experiences for your customers builds emotional connections with your brand. Your customers feel like you understand them, enhancing trust and loyalty and making them more likely to return to your hotel and recommend it to others. Particularly, client service is a pivotal element of the trip sector, with hospices constantly making or breaking deals with their patrons.

If, due to post-COVID labor shortage, we never had a bigger need for automation, using it to solve the staff problem is just the tip of the iceberg. AI technology can use its analysis to forecast and predict behaviors based on historical data and current trends. For travelers, AI can predict future prices for flights and hotels, which can help users find the best deals based on its predictions.

You might make special offers that speak to their unique needs, such as child-friendly rooms, all-inclusive stays, or experiences that include a room at the hotel, but also tickets to events or shows in the surrounding area. “Successful digital transformation is the process of using digital technology to create new or modify existing business processes, culture, and customer experiences to meet the changing business and market requirements” Daniel Iannucci explains. Imagine having access to real data and analytics that show exactly how AI is transforming hotels today—boosting revenue, enhancing guest experiences, and optimizing operations.

Saudi Arabia’s Almosafer is piloting the integration of artificial intelligence chatbot ChatGPT, on its mobile booking platforms. The country’s first travel company to test the integration of ChatGPT, Almosafer believes this will enhance the booking experience by providing more tailored responses to customer queries. During the pilot phase, the integrated platform will be introduced to a limited customer base of Almosafer’s consumer segment, where it will be utilized to support customers with their flight search and to aid customers in planning their trip post-booking. Almosafer is testing a voice search function powered by ChatGPT and will enable customers to search for the best flight options in both English and Arabic by simply recording their flight search requests.

Implementing strong cybersecurity measures and adhering to data protection laws are critical. Hotels should conduct regular security assessments and updates to their AI hospitality systems to safeguard guest data. Let’s explore some compelling examples of hotels that have successfully harnessed the power of AI, and what this means for the future of hospitality.

Generative AI in hospitality will significantly advance the sector’s customization by dynamically creating personalized experiences for the guests. Businesses can expect AI systems to adjust room environments, entertainment options, and dining suggestions in real-time based on the customer’s immediate needs and external factors like weather. You can foun additiona information about ai customer service and artificial intelligence and NLP. Instead, many companies are offering chatbot integrations on pre-built, heavily used messaging applications such as Facebook Messenger, Slack, Skype, and WhatsApp.

From there, users can continue giving directions to the AI for further hyper-personalization. But keep in mind — the more specific users are with their requests, the better information the chatbot will provide. AI can deliver a more personalized booking service by analyzing customer data, suggesting specific hotels, or recommending add-ons that match their preferences. By focusing on how AI can automate processes, augment human capabilities, and analyze vast amounts of data, hotels can unlock their full potential, increasing ROI while staying true to the core values of hospitality. The AI revolution in hospitality is not about replacing the human heart of the industry; it’s about empowering it to beat stronger than ever before. It’s about creating a future where technology handles the routine, allowing human creativity and emotional intelligence to soar.

In the hospitality sector, automation is redefining processes by improving accuracy, speed, and cost-efficiency. The use of AI to give in-person client service is an illustration of artificial intelligence in the hospitality sector. Instinctive intelligent robots are being created, and this technology has immense growth eventuality. Across the hospitality and travel industries, other companies have similarly worked to simplify and personalize travel planning, booking and guest experience by adopting AI. “Our Navigators celebrate the culture, ideas, people and talents of their neighborhoods and provide their personal recommendations on what to see and do in their backyard. RENAI By Renaissance makes this even more accessible and inclusive,” said Schneider, adding that the technology helps “cut through the clutter” of information travelers have access to and personalize the guest experience.

Aligning with its vision of becoming a sustainable tourism destination, the Department of Culture and Tourism — Abu Dhabi has announced new initiatives to promote sustainability within the tourism industry. “By collaborating with our hospitality and event partners, we can pave the way for a more sustainable future,” said Saeed Ali Obaid Al Fazari, executive director, strategy sector at Department of Culture and Tourism — Abu Dhabi. United Arab Emirates-based online travel company Musafir.com has signed an agreement to promote the heritage destination of AlUla in Saudi Arabia.

By integrating AI, these software can provide personalized recommendations based on guest preferences, such as room type, amenities, and historical booking patterns. So, let’s begin by looking at some of the latest statistics on the use of AI in the hospitality sector and understand how businesses are leveraging this technology. Pana claims to combine chatbots, humans and artificial intelligence to help companies and professionals manage travel. While professionals can use the app for individual business trips, companies can use the app to assist guests that they’ve invited to their offices, such as interns, job candidates, or other colleagues. In addition to targeting business and leisure travelers, the company also offers Mezi for Business subscription, which features a marketed to travel agencies and travel management companies. With its Travel Dashboard, Mezi claims that a traveler working with a partnering agency can message the chatbot to find booking options.

Chatbots can be integrated with social media platforms to assist in social media customer service and engagement by responding to customer inquiries and complaints in a timely and efficient manner. In addition to the chatbot, Amadeus has upgraded its iHotelier Suite in April 2024, ChatGPT App delivering a comprehensive set of customisable solutions to enhance the hotel tech stack experience. Amadeus has announced a partnership with Microsoft to introduce an AI-powered chatbot designed to revolutionise the way hoteliers access and interpret business intelligence data.