Since years, hotels and pub groups, as well as OTAs, have relied on simple chatbots for 24/7 customer service.
What operator would be unwilling to automate repetitive queries in order to reduce the burden of staff, and provide faster answers for guests? What started as a promising solution for digital has become a frustrating and outdated experience.
A chatbot can be a real barrier to a guest’s booking.
The majority of these bots use scripted answers and decision trees with limited capabilities. They can’t handle natural language, complex questions, or provide accurate answers.
The system will often give generic answers or repeat the same options when a guest tries to ask a question or voice a concern. This system is inefficient, impersonal and not up to date with the modern traveller’s expectations.
It’s not the automation idea that is at fault. The problem is the old-fashioned approach. Guests expect an authentic, helpful conversation which mirrors the service they receive in person. The future will be something that is more intelligent, more adaptable and more aware.
Recent advances in artificial Intelligence have made this change possible.
New systems can understand and respond to guests’ needs in real time.
The data they use is derived directly from bookings, so that they can offer accurate pricing, availability and personalized offers in the conversation.
Chat allows customers to ask open-ended questions, receive personalized recommendations, and book their stay without ever leaving. These systems aren’t only there to answer questions. They also help guide your decisions.
You can ask them a variety of questions from the practical to personal. This includes multi-language assistance and preferences. All this can be done instantly, without transferring the guest to an email platform or another platform.
This technology is more than just a way to improve guest satisfaction. By simplifying the booking process and reducing cancellations, it helps to increase direct bookings.
It helps reception staff by handling common queries automatically. It brings all guest interactions together, whether they began on the site, WhatsApp, or Messenger. This gives a clearer view of the guest’s needs and allows for more consistent service on all channels.
They are fully integrated into your hotel’s reservation engine, so they can keep you up to date on real-time pricing, offers, and availability. These systems use large language models, natural language processing, and real-time communication to provide your guests with personalised suggestions, real-time help, and efficient multichannel communication.
The chatbots of the past have seemingly reached their limit. It can’t keep up with modern guests who value speed, relevance, and personalisation.
Hoteliers should use technology to improve their service and be efficient, but still thoughtful.
The goal is not to replace the human touch but to extend it – to bring the warmth of welcome into the digital space and to make every guest feel understood, valued and well looked after.
A conversation is the real future of AI.
Visit Profitroom for more information. www.profitroom.com
