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 Omnichannel- eCommerce perfect strategy it’s about being everywhere at all times. Because that’s how people are increasingly shopping: Fragmented, hopping from device-to-device, and channel-to-channel.

Omnichannel eCommerce is essential to every market that’s why you need to make them work together as one, delivering the freedom to search and buy from anywhere, at any time. Also, customers should be able to check the status of their orders and check the availability of merchandise at any particular store. In short, they are able to control their own customer experience based on their needs, schedules, and preferences.

It´s all about Software- Omniplatform

Omni Platform is an integrated Customer Communication Management tool focused on providing a multi data, device and social medium marketing solution for Customer Experience. The platform provides your team a simple content management solution and asset control to build stronger connections with Brand, Customer Satisfaction, Retention, Revenue and Reductions in cost.

Omniplatform allows to understand customer conversion rates, demographic data and traffic patterns. It’s totally focused on what customers are doing in each channel, conversion rates, the demographic profiles of the customers,” and how they feel while they’re shopping.

This is a point where website, social media, mobile, Google, Facebook and all other channels become connected.  Allowing connection points to turn into points of transaction and education. This is the goal of a omnichannel strategy to extend consistent branding and transaction points no matter the medium or device.

Omniplatform and 3rd party integrations

How can OmniPlatform help: Accomplishing the goal is not an overnight conversion it takes a strategy based on turning existing data points and channels into this point of transaction.  The first step is to find a centralized solutions to consume and extend data. CMS system and responsive design can help with some mobile engagement however on mobile site is usually a reflection of the overall website, the content or experience is not personalized enough to the device.   Then as you get into the other channels it usually reflects the design and navigation of whoever sets it up not thinking about the connection of these different solutions. To transform to the omnichannel you have to start with an understanding of devices, then of channels. Mobile first was the start of this but now you have to understand that you will have Kiosk, Digital Signage, Mobile, Tablet etc.   Then you have to understand how these interfaces connect, OmniExperience can help you with this migration without having to change your infrastructure just rethink the strategy and extend relevant content by device, location or time of day. Click here to learn more and for a free evaluation.

Solutions between Omni platform and Salesforce

Salesforce has evolved from a standard CRM platform, to an all-around solution in managing marketing, sales, social help desk and more. 

With the arising competition on the destination side, unique visitor experience plays a vital role to outstand the others. These are some of the digital solution that can integrate with your existing CRM to:

  • Allow visitors to get as much mapping, events and listing information as possible
  • Provide guest an omnichannel solution where they can transfer data from the touchscreen devices to their mobile or email
  • Provide real-time analytics and people count
  • Allow ticketing and local purchases for revenue generation

By allowing our Omniplatform to work as a middleman between these 2 systems, we instantaneously provided a more personalized approach to visitor’s informational needs.

The integration provides easy backend access and secured data transfer for the local management while extending solutions to Kiosk, Touch, Digital Display and Videowall technology.

Check out our Case Study of the integration of Salesforce for Macys

Solutions between Omniplatform and Revel 

With over 8 years of leading the iPad Point of Sale (POS) Platform, REVEL has definitely taken e-commerce platforms to matrix inventories a level higher. Their solution offers a full suite of features that enhances small scale to large enterprises’ productivity and sales conversion.

We introduced the industry’s first e-Commerce system made especially for Travel and built for the Omnichannel. A full e-Commerce Revel solution for kiosk and mobile applications. This integration converts Revel’s Point of Sale (POS) to a product-based-Commerce solution, that caters to attraction-based ticketing, as well as souvenirs and actual physical goods, on-site.

Here are some of the highlighted features of our partnership:

  • Integration with OmniPlatform, Revel and FreedomPay for a more unique experience. 
  • OmniChannel Solution – full solution accessible across different touch devices, inclusive of their own personal mobile devices.
  • Kiolytics – our custom analytic system providing real time statistics and extensive reporting
  • 24/7 Remote Technical Support assistance and on-site technical visits, if applicable

Check out our Case Study of the integration of Revel and San Francisco 

Solutions between Omniplatform and Shopify

From the blooming $2.3 trillion e-Commerce sales in 2017, a $2.2 trillion increase by 2021 is expected based on Statistic’s report. We aim to help our retail customers integrate their Shopify stores directly to Kiosks, Touchscreens and mobile devices.

Omniplatform Integration of existing Shopify stores into robust touch and mobile engagement options without having to redo or rethink how the platform is used, or how inventory is managed.

We created a solution to fit any retailer’s strategy and budget built for the next generation of consumers.

  • Easily Integrate an existing Shopify store to any Kiosk or Mobile option
  • Dedicated branding and navigation to create consistency of connection and commerce
  • Allow multi-channel selling – enabling customers to manage purchases at the kiosk or on their personal devices
  • Social-based selling and UGC – connect customers and consumers through social channels in-store
  • Integrated, easy to install hardware options from table top, standing and wall mount
  • 24/7 specialist that can monitor and support both software and hardware

Check out our Case Study of the integration of Shopify for Volcom  

Omniexperience is the only company can have proven experience to build a truly integration solutions across any of your marketing channels with a full and complete strategy for personalization and better profiles for your current and future customers. Contact us and we will help you formulate a solution that fits your needs and goals. We love what we do and are here to help you find a solution that complements your existing systems, affordably and quickly. 

[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]

Artificial intelligence and chatbots are having an impact across every industry, and retail is no exception. Across the value chain, AI is making roles more efficient and effective – from using real-time video footage to analyze foot traffic and flow to analyzing social media images at scale to recognize trends as they’re starting.

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The AI Impact

Artificial Intelligence can serve as a boon for retail companies that gather and possess customer data. AI can derive meaningful conclusions from a massive amount of data and help companies to create personalized shopping experiences via highly-structured webshops, intelligent in-store bots, and online chatbots.

By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. (Gartner)

Digital Racks for Apparel & Fashion Products

With the help of AI technology, apparel retail brands can create touchpoints, digital kiosk or touch displays where the customer can be able to find the right style, without having to shuffle through a pile. Customers can instantly see how a dress would look and combine it with other items and can browse through recommendations based on their preferences and style quotient.

All this will not only enhance the shopping experience but will help customers to choose from millions of options, which is currently not possible due to space constraints inside a physical store. With AI, a store can be converted into a bustling repository of design and draping ideas that users can choose from. Also, stores will be able to gather deeper insights into consumer behavior, optimizing their product portfolio for much better retail experience delivery.

Robotic/digital assistance will be a reality

Using AI, smart analytics and natural language processing technology, retail stores can give customers the power to get instant support, inside the stores. By placing Kiosks and touch screens, stores can help customers locate an item, get answers to their queries and find out how a product can make their life easier.
With the help of customer service bots powered by AI, stores can reduce their manpower costs and provide 24×7 assistance to the customers. Not only will it improve customer service levels but will definitely attract more buyers to the store in 2019.

Better Customer Support via Chatbots

AI-powered chatbots are enabling retail brands to engage customers, efficiently. With the help of chatbots, brands can handle thousands of queries simultaneously, without having to employ a large workforce.

A consumer-facing survey by marketing firm Uberall indicates that 20% of consumers surveyed are “very interested” in chatbot experiences from brands. 80% indicated that they have had “generally positive” interactions with chatbots.

AI has a ton of potential across a number of different functions on the retail market, however prioritizing what matters to your business is crucial to getting the most out of any new technology. Time and time again, the one thing everyone in this industry will agree on is that bottom line improvement require, first and foremost, a clear understanding and ability to adapt to customers’ ever-changing needs in advance. AI provides this capability; now is the time to start using it.

Call us today to learn about how you can easily implement AI 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.