The tourism industry and especially hotels are seeing chatbots becoming one of the most important trends of 2019. There are multiple reasons for this chatbot boom and the huge benefit of using chatbots and voice assistants for hotel guests is certainly one of the most important ones.
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Processes like check-in and check-out can be streamlined and faster and apart from all other practical implications for travelers, these top-notch technologies provide a certain coolness factor.
Small hotels as well as international chains are finding more interest in chatbot integrations for their services. It’s not surprising that over 80% of customer communication is expected to work without a human service agent by 2020.
This development allows more efficient communication and cost savings for hotels while improving the experience for their guests.
This article will show you how hotels can use chatbots and voice assistants and what benefits they’ll bring.
A technological revolution enabled by chatbots and voice assistants
Customisation of offers
Based on the interactions with guests a chatbot can individually address their needs. Even better than a human service agent the chatbot is aware of all the conversational parameters exchanged, which enables ongoing individualized service at all points of the customer journey.
From automated travel reminders sent to the phone to location-based suggestions for restaurants or activities, chatbots can do it all. This way guests have a personal destination expert at their side 24/7. To take it a step further, voice assistants can be integrated and provide support through smart speakers in hotel rooms.
Reservations and customer loyalty
In most cases, customers are booking hotel rooms through third parties. The more hotels can engage potential guests through organic traffic and in their usual communication environments like WhatsApp and Facebook, the fewer commissions have to be paid to said third-party providers.
Chatbots are an effective way to meet customers where they are at. Especially chatbots with a certain personality that provides personalized services can help create a stronger brand that allows for better customer relationships and loyalty.
Successful hotel marketing is quite costly. Chatbots are a good way to make more out of your marketing budget and convert marketing costs into revenue. Any customer coming to a hotel’s website can automatically be greeted by a digital concierge aka chatbot creating a high-level service experience from the very first interaction.
Reservations and bookings can be made within seconds and questions answered on the spot. This helps with conversions and marketing efficiency.
Automated cross- and upselling
Just imagine a customer arriving in the hotel lobby after a long and tedious flight. Without having to talk to anyone they can check themselves in with the assistance of a chatbot.
The chatbot can then send a few special offers for the hotel restaurant or spa.
Through analyzing previous interactions and integrating external data, chatbots can make sure to send the right offer to the right person at the right time.
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Language barriers are gone
To take it a step further, you can send personalized offers in the native language of your guests through the chatbot.
Chatbots can be programmed in any language, meaning language barriers can be overcome without hiring additional staff.
Chatbots make human employees better
Chatbots can complement the services a hotel is already offering and support human employees. Repetitive and simple processes can be taken care of by chatbots and voice assistants while their human counterparts can focus on their zone of genius and other activities that require human attention.
If you are interested in the potentials that chatbots and voice assistants can unlock for your business or hotel, we at Onlim would love to have a chat and see how we can assist in the process. Click here to learn more about our offers and solutions
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