10 use cases of a chatbot in the hotel industry

hotel bell

No matter what sector you are in today, it is vital to be present on the Internet. The hotel industry is not excluded from this requirement due to the digital revolution. In addition, it is important to ensure a good presence on the Internet. In other words, you must be able to meet your prospects’ needs as quickly as possible. To achieve this, many business leaders are using automated conversational tools. This is where chatbots come into their own. Here are 10 use cases of a conversational robot in the hotel industry.

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Customer service management

To optimize the management of hotel services, the use of chatbots has become more and more recurrent. In particular, the customer service chatbot is very popular. With this tool, available 24/7, visitors will be better served and waste less time. Indeed, it is becoming increasingly clear that visitors to such an establishment generally have high expectations of customer service. In addition to the quality of the response, they also value the response time. Optimizing this service with a chatbot for thehotel industry allows to better satisfy them. For a human management, it would be difficult, if not impossible, to meet the expectations of such a large target with such different needs.

With hotel chatbots, you provide an efficient response to customers in real time even without a human presence at the desk.

Optimize customer management

chatbot on phone

The enterprise chatbot is also used to optimize customer management. Since the tool is always available, there is a good chance that it can add to the satisfaction of the traveler. For example, the conversational robot for hotels can be used to check in visitors and control their departure. With wait times reduced to zero, staff no longer need to go to the front desk to check in. The same applies to his departure. Several surveys have proven the effectiveness of these management tools in hotels.

Personalized customer management

With artificial intelligence, you can set up a conversational robot within your hotel to offer each user a personalized experience. Even before the traveler makes their room reservation at your hotel, they can start enjoying this unique experience.

For example, AI-powered chatbots can help with customer decisions. Before or during the booking process, the tool’s recommendations will be of great help to the traveler. These will take into account the visitor’s preferences based on intelligent tracking questions.

In clearer terms, a hotel’ s chatbot can help the traveler to properly organize his stay. From rental services to places to visit to culinary discoveries, nothing will be overlooked with the tool.

Increase in bookings

Do you want to increase the number of reservations in your establishment? Use a dedicated chatbot. Since there are no commissions for this type of transaction, the profit is generally higher for the hotel. By optimizing your hotel chatbot, you can increase the conversion rate on the hotel website.

By providing a quick answer to your potential visitors’ questions, you will increase their confidence in you and you will be able to encourage them to take action. It should also be noted that beyond web pages, you can also use chat bots for hotels on your company’s social media and instant messaging pages. This makes the hold process even easier for travelers. You only need to configure the system to provide links back to the central holding system in the hotel.

Accompanying the customer until the end of the reservation process

One thing is to encourage the traveler to book in your hotel. However, it is quite another to get him to finalize the operation. Experience has shown that more than half of the travelers interrupt their reservations halfway through the trip. The reasons can be various and varied. However, the personalized assistance of the conversational robot can be of great help throughout this process. With the information provided by the chatbot, the traveler will feel more secure and make progress on their wait.

Of course, hotel chat bots can also help with the decision. With follow-up questions, the device will know approximately the available budget and will make proposals to the traveler accordingly.

Staff assistance

hotel reception

If you feel your staff is overloaded, it’s time to use a hotel chatbot. Indeed, it is not uncommon for the staff of the establishment to be forced to work because of the influx of people. Of course, this will undoubtedly lead them to underperform. The conversational robot will be very useful in this sense. The device can be used to simultaneously respond to customer discussions across your company’s communication channels.

In the hotel industry, a sorting system is integrated into hotel chatbots. This allows the oldest issues to be addressed first. For sensitive situations, it will be up to the staff to deal with them.

Organization of promotional campaigns

Promotional campaigns within hotels are usually done by sending emails. As this type of hotel marketing is becoming less and less effective, the use of chatbots is replacing it.

The hotel chatbot offers a significant degree of personalization. Whether the conversational bot’s message is sent to a social media page or the hotel’s web page, there’s a good chance it will result in a conversion. Moreover, the conversation is bidirectional and therefore, personalized.

Increased up-selling and cross-selling

You can also use a hotel conversational bot to increase your upsells and cross-sells. You are inviting the traveler to take advantage of an opportunity and the probability that they will do so is high if the offer matches their profile. In general, follow-up questions allow the chatbot to make additional, usually relevant suggestions.

Make a communication in several languages

The hotel chatbot usually supports several different languages. This is convenient for the management of your establishment since your customers will certainly come from different countries. Without the need for staff skills for tedious translations, the tool will take care of communicating with each customer in the desired language. Better yet, if you’ve opted for the artificial intelligence chat bots, the translation is instantaneous.

Evaluate the quality of your services

You have the possibility to evaluate the quality of your hotel services by using a chatbot. Indeed, hotel chat bots usually include an evaluation questionnaire. This is the case, for example, of a Botnation chatbot. The lessee will then be able to give feedback on your service using this questionnaire. You will then know where to improve your hotel’s performance.

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Amandine Carpentier