Be Customer Smart Blog

We have recently teamed up with our Virtual Customer Service Assistant (The BCS-A) to discuss and figure out critical points of the customer journey for hotel guests where the BCS-A 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 dealin

When it comes to AI Assistants , like any other product or process, there are specific guidelines to follow. In other words, Dos and Don'ts. The Dos focus on effective practices that benefit customers. while the Don'ts are practices that hinder customer relations. Regrettably, many tech companies providing 'guidance' and services to the hospitality sector lack a deep understanding of hospitality. Consequently, their advice and final products often impede rather than improve t

When it comes to marrying an LLM (Large Language Model) and a VCSA (Virtual Customer Service Assistant) we believe that Claude 3.5 Sonne...

Meet Claude 3.5 Sonnet - Large Language Model by Anthropic, who is our favourite LLM. Claude - the most powerful model, which excels at a wide range of tasks from sophisticated dialogue and creative content generation to detailed instruction. Claude is good for: Complex Reasoning Creativity Thoughtful dialogue Coding Detailed Content Creation Claude's Key Strengths: Document analysis  Clear, coherent writing Fast response times Advanced reasoning capabilities Claude's Capab

We love Austria. We love mountains. And we love Austrian mountains. That's why it is so upsetting to see Austrian Tourism Authority in Wagrain-Kleinarl getting it so wrong with AI Assistant or rather Wagrain-Kleinarl AI-Concierge as they called it. Before we delve into their shortcomings, let's acknowledge what they are doing well. The Wagrain-Kleinarl Tourism Authority is making commendable progress by implementing an AI Assistant on their website. Their decision to establ

Club Med, previously known as Club Méditerranée SA, a French travel and tourism operator headquartered in Paris, has recently announced the launch of a WhatsApp based Club Med AI Assistant. Good news one might think, right? Well, we also thought so until we have tested Club Med AI Assistant. Our conversation with the Club Med AI Assistant started with the following inquiry: ' Hi, I would be interested in resorts in the Alps for hiking .' The answer to our inquiry was lengthy,

Four types of AI Concierge:   dialog interface (no embodiment) – text-based AI Assistants, AI Concierges, AI Agents virtual avatar (embodiment in the virtual world) – video or image-based holographic projection (projection in the physical world) tangible service robot (embodiment in the physical world)   Dialogue interface – text-based or voice-based An AI Concierge with a dialog interface is designed to engage with customers through text or speech.   While it may have a des

Definitions: Traditional Concierge Services (Hospitality) Concierge services in the hospitality industry have a rich tradition of being primarily provided by upscale, luxury hotels catering to wealthy clients such as high-net-worth individuals, executives, VIPs, and celebrities. The core idea of the classic concierge service involves a seasoned assistant who organises and oversees tasks for a busy patron, delivering exceptional personal care, a human touch, professionalism, a

Definition of AI Concierge: An AI Concierge can be defined as a technologically advanced, intelligent and personalised assistant, inspired by the traditional concierge concept. It is designed to cater to a customer’s psychological, emotional, and physical needs throughout their service journey, employing proactive measures to enhance their experience  (Li et al., 2022; Sumner and Quinn, 2017). The concept is often mistakenly equated with chatbots. An AI Concierge differs fro

Regardless the industry of application text-based AI Assistants (BCS-As) are based on LLMs (Large Language Models) agents. Depending on their functionality these LLM agents can be divided into the following types: Task-Specific Agents Conversational Agents Decision Support Agents Workflow Automation Agents Collaborative Agents Predictive Agents Adaptive Learning Agents General Agents As we deal with Bespoke Customer Service Assistants (the BCS-As) for the hospitality indus