Be Customer Smart Blog

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

When considering Virtual Assistants (the BCS-As ), prioritise attributes such as information, accessibility, friendliness, and flexibility. While accessibility and friendliness are crucial, the provision of information and addressing inquiries are the primary functions of an AI Assistant (the BCS-A) . In today's world, easy access to valuable or important to a client information is seen as a new luxury, making AI Assistants (the BCS-As ) integral to this luxurious experience

One commonly cited drawback of an AI-powered Virtual Assistan t is the absence of a human touch that some believe can only be experienced in human-to-human interactions. At Be Customer Smart , we believe that the human touch in the traditional customer service is way overrated and often misunderstood by clients and hospitality luxury service providers alike. Definition of 'the human touch' According to an online Oxford dictionary the human touch is ' a friendly and pleasant w

Still from the movie 'French Exit (2020) When it comes to luxury hotels, the concept of Old Luxury is akin to Old Money in the realm of titles, ownership, and finances. At Be Customer Smart , our perception of ' Old Luxury ' is reminiscent of the ' French Exit' movie (2020), where the main character squandered her own life and that of her family, including her neglected and forsaken son. Don't misunderstand us. We acknowledge certain aspects of the ' Old Luxury ' style, but

For the purpose of this article and illustrating the capabilities of the Bespoke Customer Service Assistant (the BCS-A) we have taken the article written by Steven John on 2 May 2019 titled ' 6 questions you should ask the hotel concierge to get the most out of your stay — and 1 question you should never ask ' and compared the author's statements to today's virtual realities. Here is what has come out of it. 'Concierge' role A still from The Grad Budapest Hotel (2014) movie

With the rapid development of Artificial Intelligence (AI) in the luxury hotel industry, hoteliers are facing a challenging question: how to balance technological advancements while maintaining the timeless luxury experience for their guests. This dilemma requires a strategic approach to ensure that hotels stay current and up-to-date without compromising on the high-end service they are known for. One solution to this challenge is the implementation of Bespoke Customer Servic

In the world of hospitality, where five-star service and unforgettable experiences are the norm, customer engagement stands as a pivotal element that can truly set businesses apart. With the rise of Artificial Intelligence (AI) technologies, the landscape of customer service in luxury hotels and cruise lines is undergoing a remarkable transformation. From personalised recommendations to seamless booking experiences, AI is reshaping the way businesses interact with their custo