A hotel chatbot is an AI-powered bot that performs human conversations between hotels and their visitors or potential guests via its website, messaging apps, and social media. It works as an automated chat or discussion interface. A chatbot can be referred to by several names, including virtual assistants, digital assistants, conversational bots, and intelligent chatbots. Companies can use these chatbots to handle orders, provide product suggestions, assist customers, schedule meetings, and perform similar duties.
Here are some of the key benefits and features of using Hotel Chatbots.
A chatbot – artistic interpretation. Image credit: Mohamed Hassan via Pxhere, CC0 Public Domain
24×7 response time
Customer service or contact center hours are often used to determine service availability. Chatbots, on the other hand, are always available to handle leads. It allows real-time communication between website visitors and hotel organizations, increasing customer trust. Furthermore, it makes it possible for hotels to react to guest requests anytime, ensuring ongoing service even during peak seasons and holidays.
Data Collection
An AI-powered chatbot can collect and analyze huge data about customer interactions, preferences, and behavior. Hotel management can use this information to make pricing choices, conduct promotional campaigns, and offer service upgrades. Furthermore, these chatbots can be great lead-generation tools, converting new leads into customers via follow-up processes or targeted marketing campaigns. For instance, Marriott’s Enhanced Internet service runs chatbots on its website servers to gather guest data.
Upsells Growth
Chatbots can boost the upselling potential by providing a personalized customer experience. Hotels can generate personalized offers for guests by providing hotel upgrades, spa treatments, on-site restaurants, and other amenities. They can also consider cross-selling opportunities, such as tailored recommendations for special discounts.
Cost Reductions
Chatbots have the potential to save your hotel up to 30% on these expenses. Hotels may save money by automating customer care tasks. Using chatbots for first-level customer service also saves time and provides better customer service and prompt responses to hotel guests. A virtual assistant can reduce human support costs by reducing the need for a large staff.
Fast service
Chatbots allow hotels to service several clients at once and provide them with information quickly rather than making them wait. Furthermore, it is important to reply promptly when visitors make complaints or urgent requests. Therefore, chatbots and human agents should work together to resolve these issues as soon as possible. Notably, several hotels such as Amtrak also offers free WiFi, making it easy for guests to access the internet and communicate with chatbots.
Better Visiting Experience
Visitors can learn about the booking process, pricing, and availability through an AI-powered assistant. It may also provide quick answers to frequently asked questions (FAQs) and detailed information about hotels and the surrounding community. AI chatbots can assist visitors throughout their journey by communicating at every stage.