With the advancement of technology, Artificial Intelligence (AI) has enhanced ways that have made our lives more smooth at the workplace, entertainment, homes, vehicles, and many more. AI has progressively advanced in the Hospitality sector as well. Hospitality industries are utilizing AI to deliver a delightful guest experience conveniently and reliably.
This is more specific to the hotel and resort sector. Before exploring how AI has made progress in the hotel industry, let us know what AI is.
What is Artificial Intelligence (AI)?
In simple words, AI refers to robots or automated machine. It is a trained machine that operates like a human. It carries out tasks that conventionally required cognitive function to do so. The concept of AI existed a long time back in the 1950s, but it now has flourished in its advancements and has been at use to us.
AI can carry out various tasks, ranging from primary customer service, to customized tasks, more critical problem-solving, and even for sales procedures and direct messaging.
How is AI helpful in the Hospitality Industry?
AI is playing a significant role in the hotel industry primarily because it can carry out tasks in a way that humans can whenever possible. What does this mean? — Yes, it can cut costs in labor and other areas, and mitigate human errors, thus rendering excellent service.
It is not unknown that guest service is a crucial part of the hospitality industry. The guest dissatisfaction level often tends to be higher in this industry because of errors by the humans. AI can eliminate all those glitches and enhance the guests’ experience with increased personalization and customized suggestions.
It can be challenging to answer guest questions quickly, which can now be made possible using AI. Further, it can help with the chores like data analysis and data gathering, thus successfully learning and adapting to guest interactions.
Guest service will elevate with AI
The need for formal check-ins at the front desk will become redundant if your mobile phones instantly integrate with your smartphones or use facial recognition.
Also, there won’t be any procrastination in entering and settling into guest rooms, with a cellular room key.
You no longer have to wait for someone to accept your food or service requests. AI will enable a guest to communicate right away. The food or drinks can be sent automatically by AI bots.
With automated cars, the need for valets and door attendants won’t be needed.
AI systems will be exceptionally proficient in timely carrying out and maintaining cleanliness and hygiene standards of rooms before guest arrival.
The hotel sensors will know which rooms require lights to be turned on and off and act accordingly, thus saving power.
Let’s explore some AI-based tools that are already in use.
AI to assist with Guest Reservations
Allora: A hotel tech Avvivo recently introduced Allora, the world’s first AI-powered direct reservations platform. Allora aims to enhance guest’s online experience by rendering a direct booking facility, thus increasing guest loyalty.
Allora counts on learning models to observe the enormous mass of data, and recognize which variations will provide the best booking engine layout. With the gathered data, Allora will have more personalized communications with the guests and shift the booking process afar from a cookie-cutter approach.
AI has become a Human Concierge
Connie: Hilton Worldwide Hotel has introduced a new human-alike concierge to assist guests, referred to as “Connie.” Connie is altering the hotel experience for the guests. Connie is the first-ever automated machine with two-feet height. Just like humans, Connie escorts arriving hotel guests in the lobby area.
Critical features of Connie:
Connie counts on IBM’s Watson AI for computer intelligence.
It uses electronic information, WayBlazer.
It provides real-time suggestions for must-visit sites.
It responds to guest queries right away.
Learns to filter its responses from back to back guest interactions.
It renders superior care and support as a robotic concierge.
AI boosted Chatbots
The Sita reports states that 68% of airlines and 42% of airports plan to execute the AI-powered intelligent Chatbot. These Chatbots will examine the keywords and answer with matching keywords from the learning database. With the expert help, the system will store, process, supervise, and adapt every event surrounding the guest, including environmental factors.
Chatbot applications will include;
Communication with guests and recommending services, deals, travel ideas, tips, and other plans.
It will decrease the need for call-centers and enable super-personalized self-service.
Data about guests, plans, service status, loyalty, room/seat availability, cheque, etc. will be available to chatbots without logging into individual systems.
Amazing interactions with the most popular – “Alexa.”
Amazon’s AI-powered tool Alexa is very much available in online stores. Software developers have built a novel voice-enabled experience for the users for a simple way to communicate with everyday technology. Alexa has a bright future to transform the hospitality sector with its robust voice services.
Alexa is accommodating when it comes to assisting the employees of the hotel. It gets convenient for the guests to use Alexa to make requests to the hotel staff.
Amazon’s Alexa perfectly interacts with the guests to deliver the messages to the staff member for any requirements, thus saving the guest’s time. The staff member gets the order in the initial attempt accurately, ensuring secure and quick guest service.
This tool also helps the housekeeping staff to ensure that the rooms are ready to check-in. Some hotels can even enable the function of using the panic button if an employee feels they’re in jeopardy. This reduces the need for redundant phone calls and improves staff productivity.