Home > Resources > Articles > Age of Digital Concierge: Hotel Chatbots Are Redefining CX

Age of Digital Concierge: Hotel Chatbots Are Redefining CX

Apurva Pathak | June 2, 2022 | 275 views

Age of Digital Concierge
The travel industry is reviving. Tourist spots across the globe are packed with excited explorers. Though it feels like everything is going back to normal, the way people travel has changed. The hospitality tech revolution is making mundane tasks easier and the customer experience richer.

Most travelers prefer self-service over waiting to be served. Online planning and bookings have picked up pace, so have contact-less check-in and 24/7 digital concierge. Hotels must swiftly meet these evolving demands or risk losing in the race. They must incorporate technology into their day-to-day operations to eliminate human error, increase their service efficiency, and, above all, offer an outstanding customer experience.

One of the technology trends reshaping the travel and hospitality industry is digital concierge—hotel chatbots that bring the concierge desk into the palm of a guest’s hand. Convenient, right?


A Sneak Peak into Hotel Chatbots

Hotel chatbots are software applications that communicate with your hotel’s website page visitors and resolve their queries. They are either programmed to behave a certain way or can be AI-powered. Programmed chatbots are configured to answer a limited set of questions. However, they can collect visitor information so your customer executives can get in touch with prospects to resolve their queries or provide them with booking assistance.

On the other hand, AI-powered chatbots use NLP (Natural Language Processing) and ML (Machine Learning) to analye human behaviour and accordingly answer questions.


Digital Concierge Brings in Conversions

Personalized communication forms the crux of customer experience. A desired, non-intrusive interaction between a guest and a chat bot can create strong engagement and help the guest to make a booking at your hotel. In such cases, the bot will forward the booking inquiries directly into the IBE (Internet Booking Engine) and strengthen your direct sales. 30-50% of the chatbot-prospect interactions result in IBE forwarding of booking inquiries. This statistic shows how accepting the guests are of the chatbot’s services. (Source: DialogShift, Olga Heuser)

Chatbots can also be integrated into social media platforms and instant messenger platforms so that guests can directly make bookings from a platform of their choice.


How are Hotel Chatbots Redefining CX?

Apart from bringing in revenue through direct sales, hotel chatbots also create a solid customer experience for the guests, so they don’t go home unsatisfied and give you a good review online.

Here are the ways in which they enhance the customer experience:
  • 24/7 Availability- Chatbots promptly respond to guest queries round the clock
  • Multi-Lingual Support- Languages are not a barrier for them
  • Efficiency- They lighten your hotel staff’s load of answering guest queries
  • Customer Retention- They collect guest information, which helps in retention and follow-up
  • Brand Awareness- They are brand representatives and increase brand awareness through responsiveness

Additionally, AI- powered chatbots can also:
  • Highlight the hotel’s special features upon check-in
  • Recommend places and activities to do around the hotel with pictures and links
  • Request feedback from guests about services
  • Assist with table reservations or pool-side orders


The Cosmopolitan, Las Vegas Used Rose to Impress Guests

The introduction of Rose, a smart chatbot that converses with guests on The Cosmopolitan’s website, changed the game for the hotel. The bot’s playful personality wooed hotel guests. Those who made a booking directly from the website ended up spending 37% more than those who did not engage with her.


Let’s Wrap It Up

A hotel chatbot refines the concierge experience for guests through rapid response times and enhances your hotel’s AI marketing efforts. It can be an invaluable asset for hotel business owners looking to stay ahead in the race.

Spotlight

Welk Resorts

Welk Resorts is a dynamic, growing, and respected leader in the vacation ownership industry. Independently owned and operated, Welk Resorts has built a foundation of innovation and hospitality.

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