How hotels can leverage Artificial Intelligence

Incorporating conversational AI in your Hotel

The implementation of conversational AI has increased dramatically since the beginning of 2019. Companies across various industries from retail eCommerce to healthcare services have turned to these
solutions for first-line customer service questions and requests. AI solutions have been developed and designed to answer simple, common questions for guests and potential guests, such as amenities, or handling booking requests. Just like the name implies, these bots chat in conversational English and are designed to respond as naturally as possible to a given set of circumstances, freeing up live staff to handle the hands-on aspects of hotel operations.

Chatbots also have the ability to communicate in multiple languages, which can be a huge bonus for properties that consistently book international guests. Integrating Conversational AI into your hotel is a natural progression of this technology. Launched in summer 2022.

Benefits of an AI enabled call center

1. Reduce labor costs and training requirements caused by high staff turnover
   Beyond the initial investment in the technology, the service can streamline operational costs and even allow call centers to offer additional booking opportunities beyond the typical operating hours that previously required an in-person team.
2. Bypass labor shortages
   While this AI is not designed to replace your call center or front desk teams, it can significantly reduce the volume of reps needed and allow those employees to give their full attention to more complex reservations or other operational needs while the chatbot answers frequently asked questions, such as when the pool opens, restaurant hours and so on.
3. Eliminate wait times that result in frustrating consumer experiences
   Unlike people, chatbots can handle numerous callers dialing into the system simultaneously, eliminating the long wait and hold times that often force potential guests to hang up and try again later or move on to another potential destination.
4. Additional benefits for loyalty members
   Beyond being able to access the member’s information to complete the booking, the AI is also trained to ask for loyalty member information if the caller does not automatically provide their details, also identifying any special offers or comps that the member qualifies for. This is a major development for the industry, as many set-ups do not allow loyalty members to book these special offers or comps on their own.

Long-term benefits of AI for hotel operations

Artificial Intelligence is becoming an integral part of how hotels and casinos enhance operations, improve
guest experiences, and boost profitability. By automating repetitive tasks, providing personalized
services, and delivering data-driven insights, AI is not just a fleeting trend but a long-term investment that
brings significant returns.

Since customer expectations are continually rising, and competition within the hospitality industry is
fierce, AI offers the ability to stay ahead in the long run: personalizing experiences and turning every
guest interaction into an opportunity to exceed expectations and foster loyalty.

Looking beyond the initial investment

As with any technological advancement, the integration of AI into hotel operations requires an upfront investment. This can involve costs associated with acquiring the technology, customizing it to suit specific needs, and training staff to use it effectively. However, there are significant long-term benefits and substantial returns:

1. Cost efficiency
   Investing in AI technology like ChatGPT can yield cost savings over time. By automating routine tasks such as booking confirmations, answering frequently asked questions, and managing guest preferences, staff can focus on more complex and value-adding tasks, which can greatly increase operational efficiency. What’s more, automating these tasks reduces the margin for errors.
2. Competitive advantage
   Leveraging advanced AI can be a game-changer in any competitive market. A hotel can outshine its competitors by providing a unique guest experience. From tailored recommendations to offering 24/7 customer service, AI can elevate a hotel’s reputation, making it more convenient and enjoyable for travelers.
3. Customer retention
   Customer retention is a cornerstone in the hospitality industry. AI can remember and learn from each guest’s preferences, providing a bespoke service that improves customer retention rates. Satisfied customers are more likely to recommend the hotel to others, building word-of-mouth advertising.
4. Revenue growth
   All the above points contribute directly to increasing profit margins and cost savings. A competitive advantage can set you apart in the market share. Improved customer retention means repeat stays and a stable source of income. To this extent, investing in AI can have a positive impact on a hotel’s bottom line.

Leveraging AI-driven Chatbots for exceptional customer service

Delivering remarkable customer service is paramount to success. One innovative way to surpass guest expectations is by offering AI-driven chatbots on every communication channel. As digital assistants powered by Artificial Intelligence, chatbots are revolutionizing the way hotels interact with travelers, providing swift, personalized, and efficient service round-the-clock.

1. 24/7 availability and instant replies
   One of the biggest benefits of using AI chatbots is full-time support. They are there to provide information and assist potential guests without the constraints of time zones or staff availability. This immediacy is crucial, especially when a potential guest is weighing options and needs quick answers.
2. Personalized recommendation
   AI chatbots can be programmed to analyze user behavior. They can suggest relevant activities, room types, and special offers based on the customer’s needs and desires. This level of personalization boosts the experience, making guests feel valued and understood, and increases the likelihood of bookings.
3. Streamlined booking process
   With an AI chatbot, customers can book directly through the chat interface. This ease of booking, without having to navigate through multiple pages or platforms, enhances the user experience tenfold.
4. Proactive communication
   Instead of waiting for customers to reach out with questions, AI chatbots can proactively provide important information about the stay, such as the check-in process, amenities, policies, and local attractions. This level of proactive communication not only predicts queries, but also creates a positive impression of your hotel service.
5. Multilingual support
   In a world that’s increasingly interconnected, the ability to provide customer support in multiple languages can give hotels an edge.

In Conclusion

When it comes to AI and hospitality, the future is bright. The technology coming to market has the potential to solve some of the industry’s most pressing issues concerning staff shortages and training. With conversational AI solutions for call center reservations, housekeeping requests and more, hotels and casinos can streamline operations while allowing in-person associates to concentrate on improving the on-site guest experience and creating memorable moments that keep those guests coming back again and again.