The hospitality industry is a very competitive one. Providing the best experience possible from booking to arrival to departure can help ensure repeat business, and a new technology is helping to make this all more seamless and immediate. Yes, it’s chatbots, and they are at your service at major hospitality brands.
Why Hotels are Choosing Chatbots
Many of the larger travel and hospitality brands have created their own chatbots, including Marriott, Four Seasons, Accor Hotels and Hyatt, and chatbot influence and impact in the industry just keeps growing. This technology is redefining the customer experience and is expected to soon become the norm in helping guests plan, research, and book travel.
General Manager of Hyatt International, Dan Moriarty, notes that the chatbot they installed on Facebook Messenger has helped Hyatt boost sales, hotel bookings, and helped solve customer queries. Stephanie Linnartz, Global Chief Commercial Officer of Marriott International raves about the chatbots they have been using, “The delivery of on-demand service enables Marriott to simplify travel, remove friction and power up even better service for our guests at more moments throughout their travel journey.”
More than Just a Trend
Chatbots first made their appearance in 2016 on several of the more popular messaging platforms. According to Activate Consulting Firm, about 3.6 billion customers will be using bots and messaging apps to connect with goods and services by the end of 2019, and about 85% of communication will not involve a live person by 2020.
Growth in travel and the successful implementation of chatbots by leaders in the hotel industry indicates that huge changes in the way the industry communicates with guests are on the horizon. Chatbots are helping to redefine the hospitality customer experience, building upon the industry’s emphasis on personalized service. JWU Professor Rex Warren, PhD, states that there are many reasons to implement automation, such as consistency of guest experience, payroll savings, and keeping up with the competition. But he also cautions that not all travelers are created equal: Some may desire AI service for business travel while others prefer face-to-face interaction during a leisure stay. While the exact impact of chat is unknown, it’s clear that as the industry and technology evolves, the benefits and possibilities are many … and growing.
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