The
application of AI technology in hospitality industry is not only for hotel
systems. Its innovation and breakthrough are beyond imagination. Mitul Makadia, founder of India's IT solution provider Maruti Techlabs,
described the amazing achievements made by artificial intelligence in the hotel
industry in the article.
The
idea of smart hotels is for exceeding customer expectations of experience,
which is a common target for those service providers in hospitality. Hotel
companies hope to enhance the guest experience through AI technology, such as concierge
robots, digital assistance, voice-activated services, travel experience
enhancers, and automatic data processing. Through AI software, hotels could
gain the guest information, which include guest purchases, travel options,
travel method and itinerary, location preferences, hotel rating query, and
payment method. The information collected will be further transformed to
provide guests with a unique experience when traveling, consulting, checking
in and using hotel facilities.
The
new generation of hotel concierge service is gradually changing its guest
experience, through real-time responsive customer service of concierge robots. Connie,
the smart concierge robot launched by Hilton, stands at the front desk to
provide concierge services for arriving guests. The services include providing
real-time recommendations related to tourist attractions, answering the guest’s
questions at the hotel, through the App to provide guests with comprehensive
care, etc.
Similar
to the robot of Hilton Connie Concierge, the chat bot can take the place of the
hotel staff and act as a smart customer representative through the virtual
interaction of the App. Guests can use the hotel’s dedicated mobile device to order
and drinks, ask recommendation of specialties, control room temperature and
lighting, book taxis and trip planning, answer important questions, etc.
Intelligent
travel companions, a smart voice App, is first offered in the hotel industry by
Signature Lux Hotels in Gauteng, South Africa. The intelligent travel
companions could provide GPS positioning, games and entertainment, convenient
city attractions tour guide, special products, travel return booking service, quick
access to hotel service assistants, etc.
Hotels
around the world are increasingly testing artificial intelligence, and the cognitive
robot butlers are rising. AI robots are improving the guest experience and AI
is changing the entire hotel industry. The technology of data-driven AI
facilitates information classification and management, and enables the machine
to learn a large amount of user behavior. As a result, rich data will satisfy
user needs and provide better customized services. The hotel industry has
benefited from it.
Jing SHI & Yan HOU
Source:
By:
Maruti Techlabs, founder of India's IT
solution provider Maruti Techlabs
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