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]

There are many companies in the tourism sector (travel, hotels, transport, etc.) that are already taking on the challenge of updating their mobile strategy betting on Progressive Web Apps technology as a result of the many advantages it offers.

Progressive Web Apps or PWA, is a term for the next generation of mobile applications  They increase their functionality according to the capabilities of the device and browser in which they are executed and that is why they are progressive. In addition, PWAs are developed using web development standards such as HTML, CSS, and JavaScript, all this together with a new generation of JavaScript APIs, makes the result of these developments behave like native applications but through the use of web technologies.

It is clear then that the Progressive Web Apps are not a new technology but an important technological trend since the compatibility in the different platforms is getting bigger.

There are many advantages offered by Progressive Web Apps for the travel-based organizations,  developers and final users of these applications. The bottom line is native apps in this industry are not being downloaded, they are heavy and the performance many times not up to the speed of the customer.  Here are a few PWA advantages to consider.

Improved design compared to hybrid apps, PWA´s have improvements in performance and greater visibility.

Cost of development: Being developed under web technologies costs significantly less development since if you only have to build once for both platforms. iOS, Android

Visibility: Improved visibility and a greater commitment of users; saving time and money.

Usability:  The PWA executes on the web can be executed on any device which gives them the ability to adapt to the screen on which they are displayed.

Distribution: These applications are distributed as a web page through a URL by a browser and this is clearly a great advantage for Progressive Web Apps as they do not have to go through the App Store or Google Play for distribution.

Direct Updates: With a Progressive Web App, all updates are applied directly and users should not download any updates on their devices as it happens with native Apps.

Greater visibility;  simple promotion. As we have said before, PWAs are accessible from a URL which allows all the content created for a Progressive Web App to be indexable from the search engines.
Improved functionalities and increased conversion. PWAs allow developers to activate push notifications until now reserved for native apps. And not only on mobile devices but also on desktop.

There is no debate over the importance of mobile for travel companies. All competent web development teams build websites to be responsive these days, but you need to ask yourself is this sufficient to stand alone and meet the travel and engagement needs of travelers in today’s marketplace where experience and personalization are king. 

Do you want to learn more about moving your travel organization to Progressive Web App? Send us an email and we’ll be more than happy to share with you what we have done and how we can help you accomplish your visitor experience goals. [email protected]

When we think of digital solution providers, you can think of the web and mobile app, but the next generation of providers is about interactive solutions that your customers can control and engage with. Enter the Omnichannel providers, a formulation of what old-school agencies used to do and farm out anything they were not at. Of course, this caused management issues as rarely were they connected or supported consistently.

Omnichannel Provider


Now, True Omnichannel providers give customers a consistent way to manage all touchpoints that let people explore in whatever device they choose. However, not all Omnichannel providers are the same. Omnichannel is not just about using different channels beyond voice; it’s about giving clients the option to choose how they want to get in touch with your brand.

A basic omnichannel strategy is the culmination of synchronized back-end systems that provide a consistent experience to the customer at each touchpoint. A supercharged omnichannel experience is an investment in digital kiosks and signage and mobile experience that help combine data channels, increase sales and increase customer satisfaction.

At the end of the day, users do not differentiate between one channel and the next, and neither should you. Channels should work together to provide uniform customer service. Make the customer feel as if it was the same agent who was communicating across the various channels. 

So, how do you choose the right omnichannel provider? 

First of all, you need a provider with experience creating effective omnichannel. It’s not the same to install kiosks, a digital display or build a custom app – as well as to provide an integrated solution to your business. 

Your provider has to be able to plan, build and integrate your actual channels. They must also have the hardware, software, mobile and integration to your data platforms, to ensure everything works consistently. Ideally, with a platform that works as your business does. It’s important that the platform is able to provide a multi-data, device and social media marketing solution for Customer Experience, inclusive of content management and asset control to build stronger connections with the brand, customer satisfaction, and revenue opportunities.


For example; Omni Analytics is an open-source connection tool that allows you to use a multitude of services, third-party and dashboards specially built for Omnichannel usage tracking. Customized to understand customer usage patterns, how they were acquired, how long they stayed in location and even deeper demographic recognition tools (Facial Recognition). A true Omnichannel solution should provide both 3rd and 1st party integrations that can extend across each product set. Recap on key Omnichannel providers.

• Provides a cloud-based Omnichannel platform that controls Kiosk, Digital Signage, Mobile and Web applications.
• Has direct integrations into your existing systems CRM, CMS, PoS, PMS etc.
• Has experience with integrations to your core systems and understand architecture to get them talking
• Provides a host of 1st party and 3rd party plugins to help enhance each product
• Allows you to share digital assets across each product Kiosk, Digital Signage and Mobile seamlessly
• Provides full analytic and backend reporting to substantiate the many new points of data you can control


Are you ready to select your omnichannel provider? 

If you have questions, we have answers. Contact us and we will help you formulize 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]