5 ways AI can revolutionize customer service in Hotels and Resorts!
Patience is a virtue but, let’s face it, these days few people have it in them. Technological advances have radically changed the behavior and expectation of the potential customers and guests’ at hotels and resorts . What could wait in the past can no longer wait today. In fact, did you know that guests are expecting a reply to their query within almost instantly? Customers are getting more demanding and thus hotels need to adapt to this new reality. To quench this thirst for this instant gratification, some hoteliers could adopt conversational platforms to deliver real-time customer care, 24*7, 365 days a year.
Here are 5 ways how ALICE (https://getalice.ai/) can help hotels and resorts deliver the best customer service digitally.
Conversational platforms like Facebook messenger, Whats app, Viber are replacing live chat and other traditional forms of contact such as emails and phone calls. This is due to the fact that, nowadays, customers expect an almost immediate response from businesses and emails and phone calls can no longer provide that. It is known that the great majority of customers’ requests occurs outside business hours, which means that a huge number of queries is left to be answered in the following day. First, you are providing poor customer care and secondly, you might have lost a guest to a competitor.
Since a Conversational Digital Concierge is available 24/7, they will reduce reception workload by giving guests instant and helpful answers around the clock, so they don’t have to wait for a response from a voicemail or email message. If the digital concierge is not capable of replying to a guest, the query will be forward to a human agent so that he/she can clarify it. By only transferring the request when it is strictly needed, the digital system can save your customer care representatives precious time!
In the hospitality industry data is key. Because every guest wants a to feel that the particular service was specially designed for them. Yet, hotels often struggle to find the right data to provide a five-star customer care service. By having an automatized chat based service, hotels will be able to solve this problem! ALICE can save data about guests’ preferences and later on use it to design a tailored experience for them. As hotelier you will get amazing reports with relevant insights that will help improve and personalize your customer care. Additionally, you will have the latest data about your guests’ engagement with your digital concierge and your team.
In the hospitality industry communication-gaps between employees and guests happen all the time and is one of underlying cause of a bad review on trip advisor! This happens due to language barriers at both end, bad communication lines, or just simple negligence.
Guest — “I waited at the airport for 2 hours and no one came to pick me up!”
Front desk — “ You said you needed the pick up at 2, not 12!
Guest — “ AGHHHHH”
As you can guess, in the end the guests are dissatisfied with your service and you lose a potentially loyal customer. With virtual assistants like ALICE, language or communication channel is not a barrier. Since the the virtual assistant is built on NLP , it can understand any language without breaking a sweat!
During the conversation with a guest, the chatbot learns with every word, sentence and customer problem. Therefore, the existing knowledge base can be increased and developed rapidly. Meaning that bots are constantly learning to help you deliver the best customer care service. This self-learning feature powered by machine learning and artificial intelligence allows the virtual assistant to approximate answers to questions that it has not been trained for so that it can gradually and autonomously correct them.
Wouldn’t it be great to save up to 50% in customer service costs? Virtual assistants can help hotels save money on customer care by speeding up response times, freeing up agents for more challenging work, and answering routine questions. It’s a win-win situation, besides improving customer satisfaction, you are able to reduce your expenses!
Virtual Assistants or digital concierges can easily cross-sell or up sell your hotel amenities/services without creating any nuisance! How? For example, a guest arrives at your your beach side resort, ALICE can give them weather suggestions and recommendations like the guest ask for a surfing instructor avail the spa services and can easily entice them with the ongoing offers and discounts. Because ALICE is powered by natural language processing and machine learning algorithms the customer feels more comfortable at having a conversation and asking or looking for recommendations. This always opens up more scope for selling affiliated services and products.
While chatbots still have room for improvement (and a few complex hurdles to overcome), it’s an exciting new technology that has the power to help improve customer service, increase revenue and drive bookings.