Data analysis is one area where AI is used in the hotel business. The technology can be used in this capacity to sort through vast amounts of data fast and draw key conclusions about consumers or potential customers.
FREMONT, CA: Artificial intelligence (AI) is pushing the new wave of active, guest-centric hospitality with its capacity to streamline procedures, give vital insights, and optimize experiences. While some remain dubious, most hoteliers have embraced AI to improve the guest experience and maximize revenue, whether deliberately or unknowingly.
Common Applications of AI in Hospitality
Chatbots and Messaging
This is probably the most prevalent AI use in the hospitality industry. This customer-facing technology is incredibly effective when responding to simple questions or requests via direct messaging and online chat services linked to a hotel's website, telephony, and social media platforms. This simple but effective program has ensured that customer service is available 24/7 to reply to customers and turn leads into bookings.
Real robots that can converse with guests are a grander application of this facet of AI. Hilton and IBM built Connie for the hotel industry. This two-foot robot has been programmed to deliver information about local attractions and is continually learning as it answers. While a broader use of robots is not on the horizon, they have the potential to replace a variety of monotonous human duties in a hotel, resulting in inefficiencies.
Big Learning with Data
Apart from customer service, data analysis is another area where AI is used in the hotel business. The technology can be used in this capacity to sort through vast amounts of data fast and draw key conclusions about consumers or potential customers. A hotel, for example, could utilize data to forecast lulls in bookings and offer special prices to compensate. They could also collect information on the food that guests order to determine what to stay on the menu and what to eliminate. They might employ artificial intelligence to forecast which menu items are likely to be popular based on previous guest preferences.
AI's ability to improve customer service is limitless. What one sees now is only a small part of what this technology can do. There is no section where AI cannot be employed, including front desk, room service, valet service, cleaning, maintenance, and electricity management.