As technology continues to advance, new solutions have been developed to improve service delivery in different sectors. In our today’s post, we aim to show you why hotel chatbots are going to give you a competitive edge over your competitors. Before we dive into the topic, lets first understand what a chatbot is.
By definition, a chatbot is an automated software application that uses Artificial Intelligence and Machine Learning to initiate a conversation with the users and can be deployed through any messaging applications. Some of the worlds famous chatbots include Watson Assistant, Bold 360, Rulai, LivePerson, Inbenta, Ada and Vergic.
James Cash Penny once said, “Courteous treatment will make a customer a walking advertisement” .This quote holds very true for the hotel industry which relies more on customer satisfaction than most other businesses. Hotels run the danger of one bad customer experience ruining a reputation that takes several years to create.
Institutions of higher learning train their students to focus their curriculum on attributes like commitment, teamwork, efficiency, flexibility, time management, communication skills, etc. The industry requires repetitive tasks to be performed with great efficiency. Hotels Chatbot In kenya will be the foremost convenient, thanks to meet these demands.
Text messaging is that the new language of the world. Statistics show that 63% of consumers would like to contact a brand via a web chatbot. Hoteliers can now use chatbots to raise their engagements with customers.
1. Handling Customer Requests
Up to 67% of queries hotel personnel receive are repetitive and revolve round the same five or six topics.
Chatbots can easily take requests for brand spanking new towels, extra pillows, additional shampoo or soap, and also provide the hours of operation of varied hotel amenities and function a clearinghouse for basic property information. Gone are the times when the guests had to fumble with a placard by the phone trying to work out who to call.
2. Breaking the barrier
Customers come from different places and cultures and thus speak different languages. Miscommunication may be a major hurdle in this industry. Requests and queries are often lost in translation and personalised customer service isn’t delivered. Chatbots can act as a private companion and have interaction with customers within the language they like.
3. Broadcast Notifications
Chatbots are great for personalised upselling. They will send instant reminders and notifications to guests and frequently notify them about hotel amenities like spa services, make dinner reservations and inform them about upgradable services. Bots can remind customers of check-in and check-out times and may even be adjusted to set alarms and reminders.
4. Food Ordering
Guests can use chatbots to order food to their room. This is often much more efficient than having to call the kitchen. Chatbots can display the menu enabling guests to click and instantly order.
Updates on how long the wait are going to be before room service arrives are often provided and orders can even be placed beforehand to save lots of time when guests are during a hurry.
5. Reconnecting With Customers
Businesses can now engage with their customers even once they aren’t physically at the hotel. Chatbots can still engage with customers even after they inspect by providing them with regular updates. This definitely helps increases the probabilities of a repeat booking. Bots also are a channel to urge feedback from customers and helps build brand loyalty.
6. Highly Efficient Marketing Tool
Chatbots are much more efficient at marketing your services than traditional email marketing channels. Since chatbots can have personalised conversations and have interaction users, the conversion rate is fourfold above emails.
Messages sent over Facebook Messenger have significantly higher open rates. The open rates are as high as 70-100% with a retention rate sixfold above that of email lists.
7. 24/7 Availability
Perhaps the foremost obvious perk of getting a hotel chatbot is that the incontrovertible fact that it is a 24×7 virtual assistant. They ensure that every customer is attended to. Chatbots are very consistent and never get angry, upset or provoked after an extended day. It got answers to all or any customer queries and even has the choice of connecting to a hotel employee for complex conversations that need human interaction.
Holiday Inn has become the primary major hotel chain in Japan to adopt a chatbot concierge. The AI powered chatbot services the hotel guests who sign up to Holiday Inn Osaka Namba.
It is designed to empower guests through instant, real-time assistance like exclusive recommendations for both popular and little-known sights within the area, answering questions only hotel staff would realize, or maybe making restaurant bookings.
This helps them and other leading hotel brands, that are already using chatbots, to plug their products and services to 1.3 billion active Facebook Messenger users and drive potential customers.
Checkout our point of sale system
By embracing chatbots, hoteliers can now expand services through communication channels that guests increasingly prefer and feel comfortable using.
Chatbots have the potential to drive 4 times more bookings to hotels. They will reach bent more customers, improve engagement and boost room bookings. While they will never completely replace the necessity for humans within the industry, a synergistic coexistence between humans and AI may be a fast approaching reality.
We, NEXTGEN Solutions are offering these hotel chatbots at affordable rates to the Kenyan market. We pride ourselves as the first technlogy company in Kenya to offer AI and Machine Learning powered chatbots to our customers. If you need a Chatbot, kindly reach out to us via : (0712) 819 79 555 or send us an email through : contact@nextgensolutions.co.ke
To learn more about our different chatbots that we have developed and are still developing, visit Smart Chatbots.