5 Ways Conversational AI Is Transforming the Hospitality Industry

You don’t need to look for a customer support representative speaking French or German. You just get the virtual agent coming with a multilingual service package. As a result, the more languages you can cover, the greater your client pool will be. With conversational AI, instead of Googling the necessary information, chatbots and voice agents can send your guests tips and advice on the locations you can visit, eat at, or stay in. You can now have a personal travel assistant connected to your smartphone. For instance, an AI-powered voice agent can send people messages on occupancy rates and discounts.

Enter conversational AI, a game-changer that offers faster, personalised service, enabling staff to focus on vital responsibilities. Hotels and the travel industry use conversational AI to assist guests with room booking. Guests can easily converse with chatbots, declare their likes and dislikes and receive assistance in selecting the best room, checking availability and booking a room.

Transforming the Customer Experience with Conversational AI

Leveraging natural language processing, the AIs delve into the users’ preferences, extracting key information to inform their recommendations. The dialogue unfolds as a dynamic exchange, with the AIs deciphering explicit user requests and preferences through context analysis. Conversational AI solutions, like chatbots, voice assistants, and IVR enable travel and hospitality businesses to provide a better customer experience — and be more hospitable.

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Enhancing Guest Engagement

For example, instead of calling the reception, a guest can send a WhatsApp message to the hotel letting them know about needing extra towels or requesting to change a lightbulb. Conversational AI platforms specialising in hospitality offer a range of integrations with popular hotel tech solutions, such as hotel maintenance systems. The virtual concierge would ask the guest necessary follow-up questions, combine all information and seamlessly pass it directly onto operational systems or alert a relevant staff member. Once your guests arrive at your hotel, you can also send an automated welcome message including useful details like a WiFi password, introducing hotel facilities, and recapping key policies. Take this opportunity to make guests aware of the immediate multilingual virtual concierge service you offer 24/7, thanks to conversational AI. The best conversational AI solutions will have integrations with a range of property management systems to enable the inclusion of personalised information and offers in such campaigns.

A challenge today is that some of the experiences may be more multi-channel, rather than omnichannel, given the complexities in back-end integrations. As Michael Nelson of Vonage explains, in some cases the communication is in silos. While an enterprise may use multiple channels, it may not necessarily be a unified communication. While Conversational AI offers remarkable benefits, it’s essential to address potential challenges. Safeguarding #dataprivacy and security in conversational AI interactions is paramount. Before we delve into the wonders of conversational AI, let’s demystify its essence.

WhatsApp Business Platform: A Promising Future for Business Communication.

When it comes to fallback handling, if a user’s utterance does not match an intent, an LLM could be used to “expand” the utterance to additional possibilities to see if those match an intent. Context and personalization can help enable a more natural, human-like experience as well. As Nalda explains, personalization needs to be a guiding principle in an effective, user-experience design-process — linguistics too. The more one uses these guiding principles, the more human-like experiences can be created.

Book a free demo with Ori today and we’ll help you gain a competitive edge via a powerful conversational AI-driven hospitality solution. In the past, it was not possible for a human agent to remember all the data about a person, or calculate a user’s propensity to do something so quickly when answering the phone. Laetitia also sees further digitization of information and incorporating additional data to augment personalization. For example, if an activity is booked, but the weather is bad, have the conversational AI recommend an alternative based on preferences. Customer care and customer support are at the core of the Travel & Hospitality industry.

Challenges and Future Outlook:

Read more about Conversational AI Hospitality here.