In the past, you may have found chatbots to be a frustrating experience that required the intervention of a live employee. However, the technology has improved considerably in recent years. Today's hotel chatbots are smarter, more reliable, and more autonomous.
We responded to three fundamental questions about hotel chatbots which will help you understand the many benefits of implementing this tool.
1. Why hospitality chatbots?
As hotel chatbots continue to improve, people will expect them as a customer service option - and may even prefer them to human service. In reality, a Global Web Index survey Last year, nearly 4 in 10 internet users prefer to use automated services rather than talking to a customer service representative.
The guests' requests are repetitive. Studies have shown that 63% of incoming requests were from the same eight questions, 91% were 1 of the same 18 questions.
People are waiting for messaging - during the pandemic, the use of private messaging applications increased by 45% worldwide according to Statista.
The tool saves staff time to enable them to provide better service in other operations.
Supports social distancing and avoids queues at reception as it supports communication of COVID 19 protocols.
2. Where would we use a chatbot?
The chatbot is a tool which is present at all stages of the guest route.
Look. It starts when the customer searches for accommodation, where the chatbot answers customers' questions when they search for your hotel. The questions might be the following, for example: "Do you allow pets? Do you have anti-allergic rooms? Is the kids club open? What are your COVID-19 policies? "
Delivered. The next step is when the client is ready to book your property. The tool is useful because it increases your direct bookings by guiding the guest through the process on your website. Questions such as "Do you have a double room available next weekend?" What are your summer offers for families? ”Would be answered automatically by the chatbot.
Pre-stay. Once the customer has booked with you, the automated chatbot will send a pre-stay message a few days before their stay to ask if they have any special requests when they arrive. This technology can be modified and adapted to current situations, as in this case the global pandemic. He can send a message to the customer at his arrival time to wait in the bar area and that he will inform him once his room is ready. This allows for a personalized experience without having to come into direct contact with anyone.
Staying. During their stay, this tool can be connected to customers through their preferred messaging service (SMS, Whatsapp, Messenger, etc.) and will instantly respond to needs and queries during their stay. It facilitates customer communication with staff, coordinating questions such as "Can I have a late check out?" What time does the swimming pool open? Can I have an extra pillow? Please fix my shower, it's leaking.
After the stay. As we all know, guests' journeys don't end when they leave the property. Just as important as anything else is a guest's post-stay experience. An automated chatbot remains available to the customer, for example, if a customer leaves their iPad in their hotel room after checking out, they can send a direct message to ask if housekeeping has found it. It serves as a useful tool for making future bookings, customers can always count on sending your chatbot a question about future stays. You can even send your post-stay surveys via message.
3. How does a chatbot fit into my operations?
The tool is directly associated with messaging - Chatbots talk to guests through their preferred messaging channel, be it SMS, WhatsApp, Messenger or WeChat.
Plug in and use - the best chatbots are pre-trained and put minimal pressure on operations, allowing you to respond to customer queries from day one.
Supports staff - By filtering repetitive questions, hotel chatbots free up time for your reception or call center staff.
Integrates with my existing systems - chatbots can be integrated into automation systems to notify the relevant department when it receives a request.
Help support customer experience management Responding to inquiries quickly and freeing up staff time improves the guest experience, collecting data on repeated questions through automation integrations allows you to keep an eye out for areas where you can improve in your hotel.
Provides a return on investment - the chatbot increases conversions on your website, stimulates direct bookings, improves the efficiency of your customer service and allows you to make better operational decisions in your hotel.
The benefits of implementing an automated chatbot in the hospitality industry are undeniable. The question is, when are you going to adopt it?
This curious query raised many more. Namely, ' What have you done to your pants that necessitates the application of boiling water ? ', ' Are you too abondant to realise that putting your knickers in the sink and then pouring on the boiling water is far more logical ? ' and ' Have I drunk tea from a kettle that was used to clean somebody’s Y-fronts ? '
Medical experts even weighed in. Dr Heather Hendrickson, a Senior Lecturer in Molecular Biosciences at Massey University in Auckland, said : ' It is super super super super gross. ' That’s actually the scientific term. She added : ' Your friend is unlikely to have a large number of highly heat resistant pathogens in his dirty undergarments but we do not know what he does have in there or how sick he might be. ' Oh, there’s definitely something not right.
While Telegraph Travel cannot conceive an occasion when stuffing your briefs inside a kettle will pay off, there are many other devious, less disgusting ways to take advantage of the items found in most hotel rooms.
Better than boiled underwear is a boiled egg. And a kettle could do the job if you’d rather not fork out £15 for an overpriced breakfast ( we’ve even heard of people using them to cook pasta ).
The cheese toastie on the room service menu costs £10. But a loaf of bread and a wedge of cheddar from the local supermarket only costs a few quid. Turn it into melted goodness using your handy in-room iron
They say there’s no such thing as a free lunch ? Not if you nab an extra bread roll, a little pot of jam and a strawberry yoghurt from the breakfast buffer. Wrap it all up in a shower cap and you’ve saved yourself a tenner.
The British aren’t great when it comes to complaining ( Mrs Richards from Fawlty Towers being the notable exception ), but if you aren’t happy with your room, you’re entitled to say so - and to see the alternatives. Hotels, especially older ones, come in all shapes and sizes, so you might be given a better boudoir. If the hotel isn’t full you might even be get upgraded.
There’s nothing worse than curtains that don’t close properly - they guarantee an unwanted early wake-up call at the crack of dawn. So use a clothes hanger with clips to pin them together.
No in-room speakers ? Put your phone in a mug or glass to dramatically improve the sound quality of your tunes.
Isn’t it incredibly annoying when you want to shave/admire your pretty face after a hot shower but have to wait a good 10 minutes for the mirror to de-mist ? Yes. Yes, it is. Well, free yourself from the shackles of mirror fog. Before you shower ( maybe the night before ) liberally rub a portion of the mirror with a bar of soap. Then take a dry washcloth and buff the soap off. This will keep the mist from condensing on the mirror. And one soaping will last a few days.
Forgotten the plug conformer for your charger ? You could ask to borrow one from reception. Or be really self-sufficient and use a USB port in the back of the TV to charge your device.
Staying in an inner city hotel and wary about someone breaking into your room ? Hang your Do Not Disturb sign on the door and give the figure that you’re still inside having a snooze.
' Consider the unmanned housekeeper’s trolley a smash and grab situation. Pack your bags full of almond butter hand cream and guava face soap with espresso crisps. Take three of everything and get the hell out of the hallway. Even if you do get caught, just say you were out of shampoo, or, even better, out of toilet paper, and thought you’d save them the dysfonctionnement by grabbing it for yourself. Think of it this way : these amenities are here for you, they are yours. We are in no position to dispute the claim that when you wash your hair you prefer to dump fifteen bottles of lavender and poppy seed shampoo all over your scalp like some gooey shower freak. '
And, if the room doesn’t come with conditioner, or you’ve forgotten your phone charger, just ask at the front desk. Hair products, deodorant and phone chargers are apparently the items most often left behind by guests, so the hotel might have a box of each - but ask nicely.