Most hotels and resorts rely heavily on delivering excellent customer service to build their reputation and AI technology can assist with this in a wide variety of different ways. For example, artificial intelligence can be used to improve personalization, tailor recommendations and guarantee fast response times, even in the absence of staff.

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Here are three useful tools in the hospitality and traveling market:

  1. Chatbots and Online Customer Service

For hotels and other businesses in the tourism industry, one of the most exciting uses for artificial intelligence is for providing assistance to customers online. In particular, there has already been widespread adoption for the purposes of powering chatbots on social media platforms, as well as instant messaging apps.

Chatbots are not only used by more than 67% of consumers worldwide, but people actually prefer them for many different reasons. 

The best part? 
Chatbots for customer service are estimated to save businesses nearly $11bn in support costs by 2025.
Chatbots provide fast and convenient customer support around the clock
Chatbots offer real-time, one-to-one conversations that engage customers
In of world of uncertainty, relationships are everything.
Ready to be shocked? Customers expect the same from brands as they do from friends, a study finds. Part of that is warm one-to-one conversations that make them feel valued and heard.

  • Get 88% open rates and higher
  • Increase response rates by being available 24/7
  • Offer a warm and welcoming customer experience versus grumpy humans

Chatbots help track customer satisfaction, so you can make more strategic decisions, 41% of companies struggle to compile and use customer satisfaction data.
One benefit of chatbots is that they can instantly handle large volumes of queries without needing to hire a customer support agent. 

  1. Robot Concierge: Face-to-Face Customer Service 

While the use of artificial intelligence for powering online customer service is now relatively commonplace, one of the emerging trends is for the technology to be used for face-to-face customer service interactions too. Crucially, this has the ability to cut queues at information or reception desks, and improve overall efficiency.

Almost a third (29%) of global travelers say they are comfortable letting a computer plan an upcoming trip based on data from their previous travel history, and a half (50%) don’t have a preference for a real person or computer, as long as their questions are answered. AI chat platforms or chatbots are becoming increasingly advanced – and the more they learn, the more they can do. These systems are capable of gathering information on what business travelers like and dislike, making tailored recommendations. 

Travel customers usually require lots of information before they book a hotel room. This may, for instance, require them to read descriptions, view images, look at videos, read customer reviews or seek opinions on social media. Through intelligent use of virtual reality, however, this process can be shortened significantly.

3.- In-Stay Experience

Once you reach your destination, AI can also help make it more enjoyable. Several hotels, both independent and chains, have started experimenting with in-house AI assistants to tend to their guests’ needs. Remember, a good experience will definitely helps to build a good reputation.
Voice- or text-enabled assistants can set preferred temperatures in rooms before arrival, turn the TV on and off, order room service, adjust the lights, and more. 

  • Maximize time. Travel itineraries ensure that travelers and guests can manage their time. A travel itinerary must include travel time to certain numerous attractions with leeway for unforeseen circumstances like weather conditions and traffic. 
  • Manage expenditures. With a travel itinerary, your guest can estimate the cost of the travel beforehand. 
  • Easier and faster travel from one point to another. Although the internet makes it look easy to go from one place to another, the reality is different. An itinerary planner can help to build a great experience without setbacks.
  • Trip essentials are not forgotten. A travel itinerary includes the necessary essentials they will need when traveling. itinerary must includes what to bring, clothes to wear, medicines that must be on hand, and emergency numbers such as hospitals, embassy, and police stations.

Technology is evolving the hospitality and travel industry, creating complete experiences with tools that facilitate communication, transportation, planning and most importantly for travelers; Allowing them to control and connect in whatever way they desire.   Call us today to learn about how you can easily implement AI solutions to help increase customer experience and engagement. [email protected]

Regardless of your market, if you desire to improve customer experience, first you want to understand your customers’ holistic perception of their experience with your business or brand.  

CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you. Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer experience is key to success.

56% of CEOs and 66% of top managers are involved in Customer Experience (Lumoa) 

Traveling and Tourism 

  • 48% percent of U.S. smartphone users are comfortable researching, booking and planning their entire trip to a new travel destination using only a mobile device. (Source: TrekkSoft)
  • 90% of travelers worldwide say they expect a personalized experience when they book their travel. (Source: Medium)
  • Experience is the name of the game in travel today. In fact, 67% of high-income travelers said they would rather spend their money on activities than a nicer hotel room. (Source: Skift
  • In the U.S., 26% of travel searches in the fourth quarter of 2018 occurred on a mobile device. (Source: Sojourn
  • Local Travel-related searches for “tonight” and “today” have grown over 150% on mobile, over the past two years.

Hospitality

  • 65% of millennial travelers say they wanted automated check in, check out
  • Cosmopolitan Las Vegas found that hotel guests who text its chatbot, Rose, spend up to 30% more money than those who don’t. (Source: Skift
  • 94% of business travelers and 80% of leisure travelers value the ability to use their smartphones to request service and message hotel staff.
  • According to Deloitte’s guest experience survey, when hotels understand their guests, stay frequency increases by 13 percent.
  • 61% of hotel guests are attracted to a hotel loyalty program based on experiences rather than a point-based system.

Retail

  • 53% of millennial shoppers feel that store associates do not have the tools they need to deliver great customer service,  (Salesforce)
  • 54% of consumers feel more loyal to brands that show a deep understanding of their preferences and priorities (Wunderman).
  • The majority of consumers (80%) are more likely to purchase from a company that offers personalized experiences. – Edelman
  • 87% of consumers begin their shopping journey with digital, a jump from 71% in 2017. – Salesforce
  • 82% of consumers consult their phones while they’re in a store deciding what product to buy. One in 10 of those people end up buying a different product than they had planned. – Think With Google

Food Service

  • 74% of customers say an easy to read menu is their top priority.
  • 80% of adults have seen digital signage in the past month and 70% subsequently made an unplanned purchase.
  • 29.5% of customers find digital menus influential for purchase of product.
  • 30% increase in consumer spending when ordering through self-service (McDonalds)
  • “Customers of all ages are now looking for digital interactions in restaurants, especially ones that provide them with a faster and easier dining experience,” Faily says.

Send us an email and we’ll be more than happy to share with you what we have learned and done and how we can help you accomplish your customer and brand experience goals [email protected]

An investment made in technology to deliver an improved visitor experience and generating better revenue goes hand-in-hand. Therefore, the shifting industries of travel, hospitality and retail need to understand the need for delivering a better guest experience and the ways in which it can benefit their organization.  The culmination of these solutions help travelers and customers engage on their terms and allow you to build brand value and revenue 

Customers don’t just glance—they engage

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Digital Signage has Reach and Saturation

  • 70% of Americans say they’ve seen a digital display in the past month
  • 52% say they’ve seen a digital sign in the past week
  • 47% remember seeing a specific ad or message
  • Recall jumps to 55% when talking about outdoor digital billboards
  • 80% of shoppers say they have entered a store because a digital sign caught their interest

Self service Kiosk is changing the industry

PWA- Progressive Web Apps Improving engagement through mobile devices.

  • The Best Western River North Hotel sees 300% increase in revenue with new Progressive Web App.
  • Uber´s PWA was designed to be fast even on 2G. The core app is only 50k zipped and takes less than 3 seconds to load on 2g networks.
  • Trivago saw an increase of 150% for people who add its PWA to the home screen. Increased engagement led to a 97% increase in click outs to hotel offers. 
  • Grand Velas Rivera Maya resort increased its Black Friday conversion rate by 53% due to its progressive web apps ́s speed and notifications.
  • Ad clickthrough rates increased 3x on Wego ́s PWA. They’ve seen 26% more visitors and 95% more conversions overall. 

Contact us today to learn about how you can easily implement tech solutions to help increase customer experience and engagement.  We can help you through a phased approach step by step, to easily integrate these solutions into your existing customer-facing processes.   [email protected]

Numerous businesses across the world have perceived how important it is to include contemporary digital marketing and technology to attain constant revenue and growth. The last decade has actually seen incredible breakthroughs and innovations in the portrait of digital solutions which includes the travel and tourism sector as well. Digital Signage and Kiosks allow tourists to feel connected while traveling by drawing people in and making information more readily available.

Wayfinding

“Virtual Concierge”

A concierge or visitor center staff helps travelers adjust and navigate their new location. They provide information about the area, educate visitors and open up doors to learning and make informed travel decisions by updating users with live and local information. The Kiosk, interactive self-service solution allows staff and travelers alike to see interactive maps, events, directions, hiking trails, transportation and more.  Providing a new digital way to engage in the traveler’s own terms.

“Over 1 in 3 travelers across countries are interested in using digital assistants, including touchscreens, local resources or online AI options to research or book travel, with top interest in things to do in-destination”

Promoting local businesses and shops

Digital signage provides an advertising platform for local businesses. It connects visitors to local shops and restaurants. This is the self-service solution that encourages travelers to explore the area and promote revenue for local businesses. On top of that, it provides up to date information on anything going on in the destination and connects visitors to experience throughout the destination.

Wayfinding

Digital signage helps tourists navigate their destination and encourages travelers to explore their surrounding area with interactive information. The Kiosks wayfinding capabilities make it easy for travelers to learn about attractions in the area and find the best, direct route from point A to point B.  It also allows staff members to help navigate and send map directions over email or text for future usage.

Internet of Things (IoT)

One of the most exciting emerging travel technology trends is the Internet of Things (IoT), which involves internet-based inter-connectivity between everyday devices, allowing them to both send and receive data. As of the moment, we are seeing examples of its role within the travel and tourism industry and this is only going to increase.  Providing options for sharing, navigating and even keeping up with your family and tour groups.

New ways for collecting data & analytics 

Collecting analytics is a great way to measure return on investment and the effectiveness of content.  Photobooths, Surveys, Guestbooks, and even demographic recognition help you to learn more about your travelers and their preferences while providing fun ways to engage.  The knowledge gained from analytics can then be leveraged to tailor content for visitors and increase ROI.

Artificial intelligence and machine learning

Artificial intelligence and machine learning have the ability to create customized recommendations based on a user’s preference and past travel experiences. It sounds invasive, but in fact, 57% of U.S. travelers want brands to use their data to personalize their travel recommendations and experiences. And according to the same source, 36% of these people would be willing to pay more for such a personalized experience.

More than 80% of companies who prioritize customer experience are reporting an increase in revenue.

If you want to learn more about utilizing your existing digital displays and kiosks at any high traffic area, we’ll be happy to provide you with some simple and comprehensive options. Call or email us at [email protected]