Over the years, the influence of artificial intelligence (AI) has spread to almost every aspect of the travel and the hospitality industry. Thirty percent of hospitality businesses use AI to augment at least one of their primary sales processes, and most customer personalisation is done using AI. The proliferation of AI in the travel and hospitality industry can be credited to the humongous amount of data being generated today. AI helps analyse data from obvious sources, brings value in assimilating patterns in image, voice, video, and text, and turns it into meaningful and actionable insights for decision making. Trends, outliers, and patterns are figured out using machine learning-based algorithms that help in guiding a travel or hospitality company to make informed decisions.
Technology is revolutionizing almost every facet of the hospitality industry. Chatbots and Voice-enabled devices, the innovative breakthroughs of Artificial Intelligence, are gaining traction among young travellers. It is estimated that by the year 2020, customers can manage 85% of their relationship with a brand effectively without even interacting with a human (Source: Gartner). This new norm is bringing a paradigm shift in how guests are communicating with the hotel. It also enables hoteliers to provide exemplary services that last forever in the minds of the guests.
The problem with all new hotel technology, unfortunately, is that innovation gets turned into buzzwords quickly, usually in order to sell more products and services. Even worse, all these buzzwords are thrown into the same marketing pot, creating a vast confusion that only "experts" can understand. With this article and accompanying infographic, we will demystify this subject of artificial intelligence (AI) and explain, in plain terms, what it is and what it means for hotels. This guide was created with the intention of clarifying the most important terms and concepts related to artificial intelligence and shedding some light on what AI really means for hotels, without technicalities and by providing easy-to-understand industry examples. Note: This article is also available as a PDF to download here. "What is a lobby boy?
The world's largest hotel chain was an early user of Facebook Messenger and Slack. The travel and hospitality firm announced in September the ChatBotlr, a chatbot for its Aloft hotel brand that uses artificial intelligence to handle a variety of guest requests via text message. Its existing chatbots, meanwhile, which it developed and manages via tools from New York-based mobile messaging firm Snaps, have provided stay-related customer service to 44% of Marriott Rewards members this year across 4,700 hotels through Facebook Messenger alone. This could include changing reservations, answering questions on how to redeem points or checking an account balance. Last month, Marriott added the ability to book through Slack by using an emoji.
In 1977, the Eagles released "Hotel California", a song about drugs and the effects an addiction has on people. Putting "We are all just prisoners here, of our own device" in the context of our today's digital lifestyle we find a lot of truth. There is a reason why Google provides most of its services for free or why Amazon wants us to have an Echo in every home or why Facebook has become our directory of "friends". What looks pretty convenient is a threat. It is a threat to the end consumers but also a threat to the established economy.
In 1977, the Eagles released "Hotel California", a song about drugs and the effects an addiction has on people. Putting "We are all just prisoners here, of our own device" in the context of our digital lifestyle today we find a lot of truth. There is a reason why Google provides most of its services for free or why Amazon wants us to have an Echo in every home or why Facebook has become our directory of "friends." What looks pretty convenient is a threat. It is a threat to the end consumers but also a threat to the established economy.