Artificial Intelligence in Hospitality



Whether it is through intelligent chatbots or predictive analytics at work, hotels are gearing up to adapt artificial intelligence into their systems and services.


Some of the key use cases for Artificial Intelligence in the Hospitality industry include the following:


Intelligent Chatbots: Breaking Barriers


With the advent of intelligent chatbots, the hospitality industry is able to elevate customer experience, and thereby gain customer loyalty, by offering them seamless support with their booking-related queries. By using Natural Language Processing and Natural Language Generation, these chatbots are able to chat and converse in the native language of the customers, leading to efficient and streamlined transactions.


As such, the application of Conversational AI in hospitality provides massive convenience to customers, enabling them to make enquiries and do reservations swiftly, while still enabling hotels to pitch relevant offers and services to new customers, including spa treatments and food reservations, among others.


Strategic Process Automation


By harnessing machine learning capabilities, hotels can integrate artificial intelligence solutions into their operational systems and processes. By integrating chatbots, hotels can achieve strategic process automation of their internal processes, reducing costs, and optimizing operational costs.


Tailoring AI-enabled Recommendations


The hospitality industry has access to a significantly large consumer data that they can mine to build customer profiles, and succinctly identify the interests and needs of new customers. The use of AI-enabled technological devices offers immense scope for hospitality industry to leverage and monetize all available data, as well as gain significant customer loyalty, in the long run.


Right from their arrival to their departure, hotel guests could be assisted with artificial intelligence-based solutions to generate personalized customer recommendations.


Hotels could leverage machine learning tools to mine the customer data, with an intent to better understand customer preferences and their needs. Artificial Intelligence therefore imparts significant agility to hotel services. Hotels can leverage predictive analytics to not just identify their guests, but as well as sync them with relevant services and dietary requirements, as per their tastes and preferences. In addition, the predictive analytics-based personas can help hotels to clearly identify future needs of customers, serving them relevant offers, customized experiences and bespoke recommendations, even before individual customers ask for it.


AI-enabled Virtual Assistants


In their quest to understand their guests better, hotels are embracing AI-based smart devices to engage and provide their guests with unparalleled customer experience in their rooms and across the hotel. Hotels are using voice assistants such as Google’s OK Google, Apple’s Siri, and Amazon’s Hey Alexa, to help their guests. Some hotels, such as Hilton, are deploying IBM’s Watson to create Connie, the travel buddy, that assists guests through their hotel stay.


Personalized Marketing through Predictive Analytics


While Artificial Intelligence unlocks new customer insights, hotel marketing experts can mine and leverage the rich data insights, through predictive analytics and machine learning, to build and enhance their marketing messages and making it ‘more appealing’ to human emotions, and customized to individual travellers. By proactively anticipating guest needs through AI-based solutions, hotels would gain more business growth, than ever before. They could develop effective strategies, by harnessing machine learning, to tailor specific services to customers.


Hotel Rooms getting increasingly smart​​


By leveraging Artificial Intelligence solutions, the hospitality industry could leverage the multitude of technological devices and sensors, to significantly offer premium user experiences, enabling guests to experience personalized swift hotel check-ins, auto-unlocking of room doors through AI-based solutions, and enabling guests to adjust light intensity as well as room temperatures with ease. AI-based devices can boost guest experience with significantly improved personalized Virtual Assistant services that deliver bespoke room services, interactive guest experiences, automated communications and operations.

Conclusion


Given the constant need to beat the cut-throat competition, and the significant revenue pressures, hospitality industry today needs technological support to survive and thrive in a complex interconnected intertwined world. Hospitality industry needs Artificial Intelligence solutions and devices to transform and elevate the current customer service benchmarks.


Using Artificial Intelligence and Machine Learning solutions can help in identifying gaps and improving existing processes, leading to increasing brand recognition and increasing customer loyalty through exceptional customer experience.


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