The use of chatbot technology is certainly a competitive advantage for hotels and can lead to a contactless guest experience. Customers are looking for safe experiences and the contactless experience can provide it. Through chatbots, guests have the opportunity to get in touch with hotels at any time and with any tool they wish to use.
Chatbot technology, thanks to artificial intelligence, can respond to many requests and clear doubts. I always highlight the importance of how the pre and post-stay interactions must be strengthened to build customer loyalty and generate guest retention. The idea of developing an intelligent, hospitality-friendly chatbot can help to close the gap between staff and guests, and as a result, improve reputation and increase sales.
Once the gap is closed, it helps ensure efficient communications amongst the team, empowering them to collaborate and focus better on the experience of the guests during the stay, work more efficiently with improved coordination and greater attention to guests.
An innovative ‘contactless’ experience allows you to apply new security standards and helps understand guest behaviour at every stage of their customer journey and personalize their experience. Contactless service can broaden the experience by anticipating guests’ needs, exceed their expectations and create new revenue opportunities. Let’s think about high-touch services like voice communications integrated into digital services, the high-quality services reserved for guests on mobile devices and in smart rooms, 24/7 eConcierge services on mobile devices or secure connectivity anytime.
One example of how chatbots have worked well was Best Western Italy’s launch of their “Best Friend” chatbot in 2014. An active chatbot on Facebook Messenger, it was designed to facilitate conversations with guests and introduce new spaces for relationships and multi-channel experiences. As a result, in 2017 Best Western was on the podium in KPMG’s research on the best customer
experience management companies. Being second in Italy to an e-commerce giant such as Amazon was a huge result.
Article written by Grazia Dell’Aquila for Revfine.com