7 benefits of using chatbots in the hotel industry

You’ll be able to know what your guests like and dislike, the most recent consumer trends, and any information they have difficulty understanding. Chatbots are a great way to increase conversion rates by learning about customers’ preferences and habits. Moreover, you can use this information to create customized offers that may result in guest loyalty. It’s easy for guests to send you questions and inquiries without even learning the language. You can send the best to your customers through a messaging app such as Facebook Messenger. To get feedback, hotels increasingly realize the importance of following up after guests check out.

This can lead to misunderstandings or inappropriate responses, which can be frustrating for users. Communicating with guests in any language makes the traveler’s life easier, and the unique experience better. It reduces the chance of guests not understanding important information, but also shows another layer of personalized effort that they will certainly appreciate. A survey by Oracle found that 83% of customers who interacted with a chatbot or virtual assistant were satisfied with the experience, compared to 73% for those who interacted with a human. With the rise of AI, there are new opportunities for hospitality businesses to cut costs. Privacy and data security are critical concerns when implementing chatbots in hotels.

Information technology applications and competitive advantage in hotel companies

This personalized approach allows establishments to differentiate themselves in a fiercely competitive market. In fact, 74% of them prioritize experiences that align with their expectations rather than solely focusing on cost. It analyzes preferences, suggesting destinations and activities that correspond to individual interests. This results in journeys that are not only enjoyable but also profoundly personal.

AI, blockchain, and cloud computing are some of the emerging technologies that are being adopted by the travel and hospitality industry to improve their services, operations, and innovation. Blockchain enables a distributed ledger that records transactions in a secure, transparent, and immutable way. Cloud computing enables access to shared resources, such as servers, storage, databases, networks, software, and applications over the internet. Customers can complete a short survey with limited reply options because a bot will help them find the perfect hotel and flight deals. This is done without taking into consideration your budget and dietary preferences. Building on this, Gen AI extends its prowess to predictive analytics in travel planning.

Advantages of Automated Customer Service in the Hotel Industry

Dash’s primary function is to deliver guests snacks, toiletries, and hotel amenities. Upon receiving a call, Dash navigates the hotel using its exclusive Wi-Fi connection. Dash can self-monitor its power usage and autonomously return to its charging station when required.

This ensured guests still had access to a human touch for nuanced conversations. By automatically answering such common questions, the chatbots reduced call volume and freed up agents. Now guests could get instant responses anytime, anywhere, rather than waiting for an agent. By knowing the sentiment of each guest, you can filter your unhappy guests from your happy ones and only ask for reviews from those that had a great time. While all guests have the opportunity to leave a review, there is no point in reminding unhappy guests to do so – this significantly increases your chances of getting only positive reviews.

AI allows you to suggest upsells that are relevant and more likely to succeed — making every guest feel special and creating memorable experiences tailored precisely to their preferences. Unbound by business hours, AI chatbots ensure that every inquiry receives a prompt response. To stay profitable and competitive, hotels must embrace every available tool, and AI emerges as a formidable ally in this pursuit.

Read more about Why Hospitality Industry Needs an AI Hotel Chatbot here.