The impact of artificial intelligence on customer service

AI is the set of computer systems capable of performing tasks that usually require human intelligence, such as visual perception, voice recognition and translation. According to a 2017 McKinsey Global Institute report, in the hospitality industry, 50% of tasks will be automated by 2055. Digital is therefore increasingly present, allowing hoteliers to better know their customers and target what is important to them.

In order to personalize and improve interactions with their customers, several companies have opted for this type of marketing.

Indeed, following the phenomenon of “machine learning”, the collection and processing of data are evolving according to the evolution of algorithms and applications in the digital tourism sector.

Thus, content personalization and specific recommendations are proposed.

Several services will be modernized and become faster and more efficient thanks to AI. Indeed, personalized recommendations for activities near their hotel will be made based on the traveler’s ID, virtual reality already allows for an immersive tour of the hotel. Moreover, no need to waste time changing prices, pricing will be adjusted in real time. Finally, applications facilitating social interaction within the hotel as well as robotic room service will soon be available.

Generating more profit to deliver a better experience to customers, E-Welcome allows to anticipate the reception of the customer and to propose internal or external services. This creates a privileged relationship between the hotel and its prospects.

The E-welcome is also present through the digitalization of the welcome booklet. Thus, by creating your StyQR digital welcome booklet, a QR code will be delivered to you, your customers will be able to scan it, and then access all the information necessary for their stay (wifi code, digicodes, good address…)

In addition, tasks such as check-in are being digitized. Applications are being developed for facial recognition to simplify hotel check-in. Finally, the smartphone makes customer relations much easier, as it can be used as a variant of a payment method or even as an electronic key.

In Japan, there is Aico Chihira, the most famous hotel robot in the region, and in Silicon Valley, A.L.O., the robot-majordome. Indeed, the era of digital and technology is turning the hotel industry upside down with a very important rise of robots.

Indeed, more than 80% of hotel staff find that robots help them in their work and allow them to be more efficient. At the Hilton McLean, in Virginia, there is Connie, a robot concierge who interacts with customers.

An initiative that could delegate tasks such as reception or carrying suitcases… to machines.

In short, algorithms will be used to adapt the personalized offer to the precise needs of customers. Whether it is in relation to the search for hotels through voice assistants, the reservation system, but also, the platforms using chatbots, live chat and other instant messaging to communicate live, to save time. Rates are also optimized thanks to seasonal analysis.