The Rise of Chatbots in Hospitality for Revamping the Guest Experience By Robert Reitknecht



Chatbots can make the customer experience personal without any cost of hiring any human. The point of attraction of the Brands can be that Chatbots which allows personalized interaction that the people especially millennials would expect. As Artificial Intelligence race is on, major tech companies are already developing Chatbots to serve their customer in a better way.

Implementing chatbot and supporting structures relieves the load on call centers, while also relieving the burden on in-house staff , so they can concentrate on attending guests face to face. This should always be an option, and it should be one that customers can easily access. We’re all familiar with traditional interactive voice response technology in which you dial a company’s 800-number and are given a list of options (“press 1 for X,” “press 2 for Y”). Conversational self-service flips the script, being able to proactively listen, understand slang, and provide more natural, human-like interactions. Look for a chatbot able to deliver precise information instead of broad answers that won’t really be relevant to anyone.

AI-Based Hotel Chatbots

Responses are tailored to customers who want assistance, and the bot directs you to a human agent if an answer is unavailable. Emirates Holidays operates a fully-functional chatbot called Ami that allows users to create bookings, check the availability of reservations, reschedule or cancel their booking, and more. You simply type into the chatbot what you want to change regarding your booking, and Ami will take you to the appropriate page.

What are chatbots in hotels?

Chatbots in hotels are computer programs that respond to guest inquiries and requests without interaction with a staff member.

It’s called Bonomi Assistant, a customizable Facebook Messenger chatbot that acts as a virtual assistant for hotel brands of all sizes. It’s “a future-proof solution designed to enhance the guest experience by making hotels available inside popular messaging channels” like Facebook Messenger, the Bonomi team tells us. As hotel chatbots continue to improve, people will grow to expect them as a customer service option—and may even prefer them over human service.

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You may offer support for a variety of languages whether you utilize an AI-based or rule-based hospitality chatbot. Because clients travel from all over the world and it is unlikely that hotels will be able to afford to hire employees with the requisite translation skills, this can be very helpful. Greg Ahern Founder and President of Ometrics® is a fanatic Chatbots In The Hotel Business about conversion rate optimization, AI chatbots and lead generation. He speaks at conferences and webinars and has built a number of internet businesses, including web marketing, web development and internet lead generation, which have been successfully acquired. Greg is the former Denver Chapter Leader for the Digital Analytics Association.

  • With the introduction of AI chatbots, there is a significant likelihood of higher client satisfaction, but don’t forget to execute effective Travel SEO to boost the natural growth of your traffic.
  • Chatbots in Hospitality and Travel, Restaurant, Retail and in many major industries have already entered to change the customer experience extravagantly.
  • You can change your flight, name, and hotel, adjusting your bookings as you see fit.
  • If you don’t want to develop an app strictly for your hotel, you can still use chatbots.
  • Our services include process and systems design, package implementation, custom development, business intelligence and reporting, systems integration, as well as testing, maintenance and support.
  • In fact, more than half of consumers prefer businesses that use chat apps.

Customers can visit your website or social media page and use the chatbot from there. While WhatsApp chatbots have become increasingly important in the hotel business, it is important to value personalised care. The great thing is that nowadays the best AI-based chatbots for WhatsApp have the feature of personalization. Guests are expected to give contact information, including a phone number, while booking a hotel stay.

Hospitality Chatbots: Everything You Need to Know in 2023

With hotel chatbots, hotels can provide immediate, personalized customer service to their guests any time they need it. This gives guests added peace of mind, improves customer satisfaction, and establishes trust. If done right, a great chatbot can even be a deciding factor when it comes time to choose between a rental property and a hotel.

  • That leaves the front desk free to focus their attention on guests whose needs require a human agent.
  • Today’s travel consumers have become increasingly digitally and tech-savvy than ever.
  • A chatbot can help alleviate the burden by helping to respond to queries across social media channels and other platforms – freeing up the customer service staff to handle more complex cases.
  • For example, one of the top AI capabilities used to amplify chatbot technology is natural language processing.
  • If you don’t have an electric car charger you need to tell them where the nearest charging station is located.
  • The great thing is that nowadays the best AI-based chatbots for WhatsApp have the feature of personalization.

I am looking for a conversational AI engagement solution for the web and other channels. Tourism can induce the local government to improve the infrastructure, giving rise to many small businesses and organizations. All of this can improve the quality of life for residents as well as facilitate tourism.


You will be able to find out more about how hotel chatbots actually work. Additionally, you will learn about the most crucial features to look out for when selecting a bot, including personalisation options and machine learning capabilities. In the modern age, customer service teams at hotels can easily become overworked. Expedia’s chatbot is available 24 hours a day to help customers answer their questions and will quickly connect them to a live agent in the event that their question goes unanswered. Customers can cancel their bookings through the chatbot app and find out the status of their refund. Expedia has a chatbot that lets customers manage their bookings easily, check dates, and ask about a hotel’s facilities.

Chatbots In The Hotel Business

At the same time, chatbots can improve customer service by providing instant answers to common questions, freeing up employees to handle more complex requests. And with 24/7 chatbot support and automated translation, customers can get answers to questions at any time of day in any language. These experience-related benefits translate into measurable value for hotels. Trilyo, a provider of AI-driven conversational commerce solutions for the hospitality industry, reports that hotels can see up to a 30% increase in direct bookings using chatbots.

Here’s how hotel chatbots can improve the customer experience.

However, it currently covers a wide range of hotel services such as bookings, customer service inquiries, pre or post-stay inquiries, and general travel advice. These software applications are frequently used in messaging apps for customer service. The chatbots often appear on websites via pop-up windows where visitors type in questions. The software provides the answers via text messages that appears below the questions.

Chatbots In The Hotel Business

They can also be easily integrated across various channels, like hotel websites, messaging apps such as WhatsApp, Facebook Messenger, Telegram, Slack, Kik, etc, and social media channels such as Facebook. This allows the hotels to build a strong online occupancy and reach out to a multitude of target audience easily. These screenshots show a Bonomi client using the bot to upsell airport transfers to guests.Provide a contactless guest experience 💬 Before COVID-19, attentive in-person customer service from hotel staff was a good thing. Hotels can use the Bonomi Assistant to automatically answer most questions guests may have during their stay. This feature helps keep guests and staff at a safe distance, since guests won’t have to approach the front desk for every question or concern.

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They can help guests order food, track the status of their order, tip the service staff, and even leave a review. Proactive communication improves the overall guest experience, customer satisfaction, and can help avoid negative experiences that impact loyalty. In the unfortunate event that a customer has to cancel their reservation, the chatbot can handle that too. As long as the customer has their booking reservation on hand, the bot can cancel the booking, recommend replacement bookings, and start processing a claim for a refund. Chatbots can help users search for their desired destinations or accommodation and compare the results.

Chatbots In The Hotel Business

In her article, Ms. Brown shows that a machine learning model can learn from those patterns. While big brands have the capital and resources to undertake such initiatives, most of the small-scale hotels end up losing traffic and bookings to OTAs. Chatbots work best with straightforward, easy to recognise questions and responses, but generally will not work very well with open-ended questions or overly complicated inquiries. Once you decide what you are using your chatbot for, you can work on a strategy for it, such as sending customers to your website or promoting your deals.


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