Hospitality Trends: AI Chatbots

AI chatbots are one of the hottest trends in travel and hospitality.

But why are chatbots taking the industry by storm? Let`s find out:

AI Chatbot: what is it?

First, let`s explain what`s a chatbot. Chatbots can be described as artificial intelligence (AI) computer programs designed to simulate conversation with human users. These conversations are realized by using key pre-calculated user phrases.

Some of the earliest chatbots include ELIZA, which was created in 1966 as a simulation of a psychotherapist. Later on, in 1950, Alan Turing launched the Turing test intelligence criteria set that relies on program simulation of human user behavior and activity.

Nowadays, chatbots find applications in sectors like customer service, marketing, and hospitality. Why? Because they`re good at providing information any time customers want it.

Bonus: here`s a cool video of two chatbots talking to each other:

Chatbots in Travel and Hospitality

The hospitality industry is powered by extraordinary guest experiences. If you work in the sector, you know that customer satisfaction can make or break your business.

Here`s the deal:

Chatbots can help with reducing costs and saving time for hotel staff to perform more important tasks.

Any real-life use cases of chatbots?

Chatbots can serve as 24/7 customer specialists, answering frequently asked questions. Additionally, AI chatbots can simplify check-ins and check-outs, whereas diminishing waiting time for guests.

4 chatbot examples for travel & hospitality

1. Surbo

Surbo is an AI-powered chatbot that enables a quick exchange of information. Plus, the tool can match users with flight offers tailored to their budgets and preferences.

Anything else Surbo can help with?

  • Guest feedback

  • Web check-ins

  • Tracking of refund status

2. Ease My Stay

Ease My Stay is a hotel chatbot that allows hoteliers to communicate with their guests.

But there`s more: the tool provides contextual tips on activities and tours.

Here`s how it works:

3.Trilyo

It`s a chatbot tailored to the needs of hotels targeting millennial travelers. The AI-driven tool provides personalized recommendations and handles simultaneous conversations with customers.

Check out how chatbots are changing the sector, according to this video published byChatbot DotCom:

4. Verloop

Verloop is a Conversational Automation Platform that has helped over 5,000 businesses globally.

Verloop`s team has embarked on a mission to make conversations with businesses more personal and 24/7. Companies operating in the hospitality sector can use the service to automate their conversations with customers at a fraction of the cost when running it manually.

The platform is powered by homegrown machine learning algorithms especially in NLP, NLU and pattern matching.

Any concerns?

Whereas AI-chatbots make for effective messaging solutions, there`re some controversies associated with the technology.

No human element

Some chatbot interaction experiences might come off as too stiff and robotic. Yet, as the technology evolves, chatbots learn how to handle more complex queries in a more human-like way.

Privacy issues

Chatbots are highly personalized to the needs of guests. While this is helpful, it might raise privacy concerns and make users feel uncomfortable.

A threat to human employees

Automation often leads to reorganization of current job positions. It`s true that chatbots can perform tasks that used to be performed by human employees. But these employees can be retrained to manage the automated processes.

In conclusion

Chatbot technology is becoming smarter. It`s finding more and more applications in the hospitality industry – from improving customer service to cutting costs.

Would you as a property owner use an AI-powered chatbot? Feel free to share your opinion in the comments down below.

 
Yoana Hristova
Content Writer & Strategist