Does your Hotel need a Chatbot?
The year 2016 saw the rise of interest in the chatbot space and their growth from an idea to something substantial. Chatbots are slowly making inroads into each sphere of our life. We are at a point in time, where artificial intelligence is becoming powerful enough to respond to human queries in an intelligent and meaningful manner. The Hospitality industry that constantly battles with the needs and growing demands of its customers can really benefit from using Chatbots.
There are a number of reasons I say so:
- Hotels depend on Online Travel Agencies (OTA) for a sizable portion of their business. OTA’s however, do take a cut in between for providing their service. As per a report, depending on the OTA and the size of the hotel, OTA can charge a commission ranging from 15% to as high as 30% (Source: Travebizmonitor) By using chatbots, hotels can provide their customers the option to book directly through instant messaging apps on their smartphone. This would help hotels bypass the OTA’s, connect with their customers directly and save a lot of revenue.
- Hotels are constantly coming up with new offers, packages and deals for their customers. It is a pain for the sales team to constantly reach out to customers and apprise them of these. Chatbots could help hotels automate this process and handle all queries for them.
- Chatbots could provide concierge services to customers during their stay. For instance, if a guest wants to place an international call, needs to be place a morning alarm, enquire about hotel facilities or send an email, a chatbot could help them in this regard. This would ease the burden on the hotel staff and help them focus on other important issues.
- Chatbots can help hotels personalize their service for each guest. A chatbot can initiate a conversation with guest and store information about their tastes and preferences. Later, upon their arrival or next visit, the chatbot can pass on the information to the hotel staff
that can then make necessary arrangements to meet the client’s expectations.
Clearly, chatbots can play an important role in the hospitality industry. They can help assist the staff in delivering quicker, better and personalized services to customers. Hotels cannot ignore to adopt chatbots and now is the time for them to get one deployed.
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