What is a chatbot?
You might have been hearing about the term Chatbot more and more these days. While you might have a idea of what a chatbot is in your head, your not alone. Texting guests in hospitality is just now taking off, and chatbots will shortly behind. Chatbots are highly leveraged if you have other key systems in place. First your property would need to be connecting on a messaging level whether its through texting, Facebook messenger or other chat platforms. As soon as these channels are setup you can harness the power and start using a chatbot.
Chatbots are actually a simple concept and you have probably already interacted with a chatbot at some point in your life. Think about Apple's Siri, Microsoft's Cortana, Google Assistant or Amazon's Alexa these are all forms of chatbots. Or simply put, computers powered by Artificial Intelligence (AI) designed to simulate conversations.
Will guests like interacting with chatbots?
Chatbots are not designed to sound like robots, that completely defeats the purpose. Good chatbots are designed to sound very realistic like your hotel or vacation rental management having a conversation with the guests. This is why it is important to have circuit breakers or 'Plan B' in place if a chatbot does not cover all of the basis of the conversation on your property. With a 'Plan B' you will find you can keep your guests happy and avoid them from any frustration with a chatbot.
Chatbots are appreciated by guests; one the bot responds right away with simple answers like "The WIFI password is 'JENIE'?" or other responses to answering the location to ice machine on your property. However more complex conversation might be initial limitations to your chatbot, this is why you need an excellent platform to handle these scenarios provide a backup plan.
How can chatbot help guest satisfaction?
Consider a chatbot is essentially your own messaging agent that utilize channels like texting or Facebook messenger. Ultimately no guest services agents does not need to constantly monitor the platform for guest questions or information about the property. This allows your guests to reach goals quicker, thus making their experience quick and efficient.
Providing your property with a chatbot means you have provided a large amount of information available to your guests in a natural conversation format on a 24 hour basis. We live in a world of instant gratification with the growth in technology by utilizing a chatbot this only maintains the immediate response time without having your agents to monitor the system constantly.
The bonuses of using a chatbot
- Provide instant guest communication and room request through
- Bots help move guests along the booking path faster and more efficiently
- They are always on the clock, providing guests with communication or help 24 hours a day
- They can read multiple languages, catering for international guests
- Bots help absorb the workload when needed, this allows guest services multitask even better
- Machine learns your property to help provide better or more accurate responses during staff turnover
How to implement a chatbot
JENIE provides AI chatbot technology for the hospitality industry. JENIE customizes your chatbot for your property and provides a detailed implementation of your chatbot so it will seem very personable from the beggining. The longer your chatbot is working and having conversation on your property the better it can learn from its mistake and become even more accurate and realistic. Please contact JENIE for a demo of their chatbot platform for hotels, resorts and vacation rentals.