Chatbots were one of the most significant trends in 2019. These small pieces of software with pre-programmed interactions allow you to communicate with them naturally and simulate the behavior of a human being within a conversational environment. It can be a standalone service or integrate within other messaging platforms like Facebook Messenger, Whatsapp, etc. In fact, at their F8 Conference back in April 2016, the social media giant launched a chatbot service within Messenger that acts like a virtual personal assistant. It allows businesses to deliver automated customer support, content and interactive experiences through chatbots.
Only from September 2018, WhatsApp started coming out with their new business features for 90 selected partners. But with their overwhelming success, they have now announced the expansion with Global Partner who are messaging experts in enterprise business to customer communications.
The adoption of these virtual assistants is growing, and Hotel brands are using chatbots in lots of exciting ways. You can allow Guest to book room, book hotel services during their staying the hotel, order food, and get recommendations for pretty much anything. Chatbots seemingly are the future of marketing and customer support available at the access of Guest’s Palm.
But how is this new trend faring in the hotel industry?
The use of chatbots in the hotel industry is still evolving, but it currently encompasses a wide range of services, from hotel bookings and customer service inquiries to pre/post-stay inquiries and general travel advice. One example of its successful implementation in the hospitality industry comes from a particular chatbot that is available through Facebook Messenger, Website, Slack, WeChat, SMS, Twitter, Etc. It allows its users to research and book travel in the hotel, as well as plan their stay in the city. The purpose of this chatbot is mainly to assist the Reception/Reservation staff, however, so if it cannot answer a question, the query can be rerouted to a human member of the front desk team. If guests prefer to speak to a real person, they only have to ask, and a human being will deal with their request.
ODYNS Hospitality Chatbot example
ODYNS Hospitality Chatbot acts as a hotel concierge. It is designed to empower guests through instant, real-time assistance, such as exclusive recommendations for both popular and little-known sights in the area, answering questions only hotel staff would know about, or even making restaurant bookings. Several hotels have already showed Interest in this hotel chatbot concierge, and are in talks with hotel owners. By implementing this solution, hoteliers can deliver a better guest experience, while saving on staff costs.
Our Hospitality Clients who took the first step of innovation to implement chatbot powered by ODYNS for their Internal employees and Guests.
See how ODYNS helped Avasa save total of 162 hours per month with Chatbot.
What are some of their benefits?
The hotel industry can experience many benefits from the use of chatbots, among them:
- They can be used as a reservation channel to increase direct bookings.
- Since chatbots are available 24/7, they will reduce reception workload by giving guests instant and helpful answers around the clock.
- Guests can check-in/check-out on the fly with the aid of a chatbot.
- They will help independent hotels to build accurate guest profiling so that they can provide personalized offers to their guests. The hotel will be able to deliver tailor-made offers instantly and directly via chat before, during or after their stay.
- Guests can opt-in to be notified from chatbots about the places to visit, the rates of the hotel’s cars, etc.
- The ease of booking and the proactive concierge services create brand loyalty and improve guest satisfaction.
- Hoteliers will be able to obtain customer reviews post-stay via a chatbot. This is much less invasive compared to traditional email marketing, which is often ignored.
Discover the possibility of re-inventing your business with ODYNS Chatbot solutions. As you can see, chatbots present many opportunities for hoteliers, from increasing customer loyalty to enhancing the guest experience. To keep your guests coming back for more, definitely consider joining the chatbot revolution — but only if your hotel is equipped and prepared for this big step.
As we (ODYNS) always say :
For any business, chatbots are the only way to provide Pre-sale Guidance, On-sale Assistance and Post-sale Nurturing.
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