AI Assistant — Customer Journey (Hospitality)

We have recently teamed up with our Virtual Customer Service Assistant (The VCSA) to discuss and figure out critical points of the customer journey for hotel guests where the VCSA help would be the most valuable. The discussion was based on the information connected to self-service Omena Hotels.

Whether self-service or luxury hotels when it comes to booking and staying in hospitality establishments there is a certain ‘journey’ that each customer undertakes in their dealings with their chosen hotel. Each such journey has the following stages:

• Pre-booking stage
• Pre-arrival stage
• Arrival stage
• During-the stay stage
• Departure stage

The above stages involve obtaining and exchanging information between a hotel and a customer. In traditionally run hotels, the information exchange happens between humans. Due to various reasons connected to human factor such exchanges can be strained, emotional, misleading or plain unsatisfactory. In self-service hotels the exchange of information is brought to minimum, as there are no really services provided on the side of the hotel, which allows to cut costs and provide affordable rates to their customers. However in both cases, more effective and efficient way when it comes to the crucial points of the customer journey is an introduction of AI Assistants.

Here is what our AI Assistant (The VCSA) thinks of her role when it comes to self-service hotels such as Omena Hotels:

‘Given Omena Hotels’ reception-less concept, an AI Assistant could be particularly valuable in providing the kind of immediate support that traditional hotels offer through their front desk staff, while maintaining the cost-effective, self-service model that makes Omena Hotels unique.’ — The VCSA

In our further conversation with the VCSA we explored each stage of the customer journey and asked our AI Assistant to tell us where she can be most helpful to Omena Hotels’ customers. Below are examples of such help as seen by the VCSA herself:

Pre-booking Phase:

• Explaining the unique contactless concept to first-time guests
• Providing information about room rates (including business rates from 68€/night and group rates from 22€/person/night)
• Answering questions about room amenities and features
• Explaining the location benefits of city centre positioning

Pre-arrival/Check-in Phase:

• Explaining the digital access system and passcode process
• Providing guidance on how to enter the hotel and room without a physical reception
• Answering questions about parking options
• Helping with any concerns about the self-service concept

During-stay Support:

• Providing immediate answers to common questions that would typically be asked at a reception desk
• Offering guidance about room facilities and how to use them
• Helping with any technical questions about room access

Of course, the above list is not exhaustive. It simply serves to illustrate that even in the case of self-service hotels such as Omena Hotels there is space for introduction and use of AI Assistants.

We hope you have learnt something new about AI Assistants today.

Written by Seraphima Bogomolova for Be Customer Smart