A chatbot is an AI computer program that is capable of sending and responding to messages. It can do this through text or voice commands. Apple’s SIRI is an example of this. Chatbots are capable of simulating human conversation.
Because chatbots are capable of simulating human conversation, they offer a number of significant benefits in the hospitality industry. Here are some of the main benefits of chatbots in hospitality.
Chatbots can be used to allow people to make reservations at hotels, motels, restaurants, etc. In order for a person to communicate with a company’s chatbot, he or she can simply log on to the company’s website, or app, and text with the chatbot. The chatbot can inform the customer of reservation options, answer any questions, and book the reservation once the person decides on the date and time.
Allowing chatbots to handle some of the booking load can make hotels and motels much less dependent on travel agencies and websites. It can also make them more efficient when it comes to handling reservation requests. These benefits could make chatbots being used for reservations one of the strongest hospitality trends in the upcoming years.
2. Guest Profiling
The more that each guest talks to a chatbot, the more that the chatbot can learn about the guest’s preferences and habits. In this way, personalized marketing can be done for individual guests. It is easier to provide guests with what they want if you have a better understanding of their preferences. Chatbots in hospitality can be instrumental for this type of function.
For example, through conversation, a chatbot may notice that a customer prefers a room with a queen sized bed that faces the ocean. The company can then use this information to advertise these types of rooms to this particular customer in the future.
3. Reduce Workload of Staff
If hospitality industry chatbots can handle some of the workload that hotel or restaurant employees would normally have to do, then employees can be freed up to perform other tasks. For example, if a chatbot can handle booking and customer service calls, then a hotel staff can focus more on helping customers who are already at the hotel. The hotel may actually need fewer employees. This can help its profit margins.
Anything that can help hospitality companies make more money is likely to become a strong hospitality trend, so chatbots could definitely become one of the more powerful hospitality trends in the future.