The impact of artificial intelligence on customer service
Is it important to understand everything at stake with artificial intelligence? Yes, and here is why!
AI is the set of computer systems capable of carrying out tasks that usually require human intelligence, such as visual perception, speech recognition and translation. According to a McKinsey Global Institute report published in 2017, in the hotel sector 50% of tasks will be automated by 2055. Digital technology is therefore increasingly present: it allows hoteliers to know their customers better and to focus on what matters to them.
A marketing strategyTo personalise and improve interactions with their customers, a number of companies have adopted this type of marketing.
Thanks to the rise of « machine learning », data collection and processing evolve alongside algorithms and applications in the digital tourism sector.
This makes it possible to offer personalised content and tailored recommendations.
Services reinventedSeveral services will be modernised and become faster and more efficient thanks to AI. Personalised recommendations for activities near the hotel will be generated from the guest's ID, and virtual reality already allows for an immersive tour of the hotel. There will also be no more time wasted changing prices: pricing will be adjusted in real time. Finally, apps that make social interaction within the hotel easier, along with robotic room service, will soon appear.
Check-in, check-out and E-Welcome
Generating more profit while delivering a better experience to customers, E-Welcome makes it possible to prepare the welcome in advance and to offer guests in-house or external services. It builds a special relationship between the hotel and its prospects.
E-Welcome also takes the form of a digitalised welcome book. When you create your StyQR digital welcome book, you receive a QR code that your guests can scan to access all the information they need for their stay (wifi code, door codes, local recommendations, etc.)
Tasks such as check-in are also being digitalised. Facial recognition applications are being developed to simplify registration in hotels. Finally, the smartphone greatly simplifies the customer relationship, as it can be used as an alternative payment method or even as an electronic key.
To create your digital welcome book, it's this way!
A trend towards robotics
In Japan there is Aico Chihira, the best-known hotel robot in the region, and in Silicon Valley there is A.L.O., the butler robot. The digital and technology era is indeed shaking up the hotel sector, with a very significant rise in robots.
More than 80% of hotel staff feel that robots help them in their work and allow them to be more efficient. At the Hilton McLean hotel in Virginia, there is Connie, a concierge robot that interacts with customers.
An initiative that could delegate tasks such as reception or carrying suitcases to machines.
End-to-end innovationIn short, algorithms will be used to tailor the personalised offer to customers' precise needs. This applies to hotel searches through voice assistants, to booking systems, and to platforms using chatbots, live chat and other instant messaging tools that allow real-time communication and save time. Rates are also optimised through seasonality analysis.
Frequently Asked Questions
What is machine learning in hospitality? Machine learning enables the collection and processing of data that evolves based on algorithms. It helps hotels offer personalized content and specific recommendations to each guest, thereby improving their stay experience.
How does a digital welcome book work? A StyQR digital welcome book generates a QR code that guests scan to access essential information: Wi-Fi codes, door codes, local recommendations. It's a form of e-Welcome that modernizes check-in and builds a stronger relationship between the property and its guests.
What tasks can AI automate at a hotel? AI automates check-in and check-out via facial recognition, adjusts rates in real time based on seasonality, and generates personalized recommendations for nearby activities. It also simplifies mobile payments and electronic key access via smartphone.
What is the impact of robots on hotel staff? According to the article, over 80% of hotel staff find that robots help them and make them more efficient. Robots can handle tasks such as front desk duties or luggage transport, freeing staff for higher-quality interactions with guests.
How do chatbots and voice assistants improve customer service? Chatbots, live chat, and instant messaging enable direct communication without delay and save considerable time. Voice assistants help guests find hotels and access information immediately, improving service quality overall.
Artificial intelligence is reshaping key areas of hospitality, each bringing distinct benefits to both staff and guests.
| Service or task | What AI delivers | Main benefit |
|---|---|---|
| Activity recommendations | Personalized selection based on guest ID | Enhances the stay experience |
| Pricing | Real-time adjustment based on seasonality | Time savings, no manual intervention |
| Check-in (E-Welcome) | QR code + StyQR digital welcome book with essential information | Strengthened guest-property relationship |
| Registration (check-in/out) | Facial recognition and digital key on smartphone | Simplified and mobile process |
| Customer support | Chatbots, live chat, instant messaging | Direct communication without delay |
| Search assistance | Voice assistants for hotel exploration | Immediate access to information |
