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. The journey typically consists of 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 in regards 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 and help and support that can be offered by AI Assistants to clients of hospitality establishments goes far beyond. What it illustrates though is 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.
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