AI for Hotels: Empowering the Guest Experience

08 Jul 2020 by ReviewPro in Trends

Today, Artificial Intelligence is built into many of the applications we use in our everyday lives. AI for hotels will enable increased efficiency staff and a better guest experience before during and after the stay.

AI already forms a part of our everyday lives: it enables voice assistants like Siri, Alexa and Google Assistant to interpret users’ questions and commands and deliver appropriate responses, all the while expanding their knowledge base. AI enables Netflix, Amazon, and Spotify to make purchase recommendations based on previous user activity. And it powers the self-driving capabilities of vehicles like Tesla, which expects to offer fully autonomous vehicles in the near future.

Looking ahead, AI has the potential to transform our daily lives in everything from healthcare to finance to travel and, inevitably, hospitality and the guest experience.

What is artificial intelligence?

Artificial intelligence (AI) is the creation of intelligent machines that think, behave and learn like humans. What makes AI truly transformative is that, unlike standard computing and automation, which rely on human inputs and algorithms to perform tasks, AI is able to learn on its own and change, adapt and grow based on new data.

How does AI benefit hotels?

In hotels, AI is still in its early stages. However, it’s already being integrated into systems used for revenue management, CRM, guest feedback management and messaging.

One of the areas where AI holds the most promise is data processing. As humans, we’re limited in our capacity to process data, whereas computers can process vast amounts of data in a short period of time.

With AI, hoteliers can more easily:

  • Analyze large volumes of guest data to identify and explain patterns
  • Understand relationships and correlations
  • Predict future trends and behavior
  • Decide the best decision or course of action to take in order to solve a problem or reach an objective

For example, a basic revenue management system (RMS) provides a hotel with recommendations on the rates to offer on given dates based on inputs like anticipated demand, historical data and market conditions. This is a form of automation. If the RMS is able to learn over time and improve its recommendations without employee involvement, it’s a form of artificial intelligence.

Another area where AI will grow, is that of guest communication, especially in these post-COVID times. Introducing AI in your hotel operations is key for smooth communication regarding local and hotel policies, guest requests, etc. A chatbot can help you reply to incoming messages, so your guests can communicate with your hotel from afar, instead of having to queue at reception. Already before their arrival, they will be provided with the necessary information to feel safe and informed.

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AI is at the heart of ReviewPro

So what does this mean? At ReviewPro, we have always been focused on helping hotels improve the guest experience. Until now, we have described our product as a guest feedback platform, with tools for gathering, managing, acting on and responding to feedback. But that’s changing now.

As part of our new direction, we have launched Guest Experience Automation™ (GEA), allowing your hotel or brand to automate guest service and nurture the traveler journey from discovery to checkout.

The fully integrated platform features an AI-powered chatbot, automated outbound messaging, automated cases, and a flexible pre-populated knowledge base. This set of functionalities empowers hotels to react immediately to inbound guest inquiries and provide automated outbound communication at key stages of the guest journey.

Do you want to learn out more about Guest Experience Automation™?