We have recently come across a post on LinkedIn, examining a subject of 'What should we be teaching our kids in the age of AI?' The author of the post was Marco Andre, a Global Keynote Speaker.
In his post, Marco provided the audience with an answer which we thought was very relevant:
'Now, it's about the questions we ask. Because knowledge, once expensive, is becoming free. Just like the industrial revolution shook the blue-collar world, AI is transforming white-collar work. We ALL, kids and grown-ups, need to focus on: Critical Thinking. Storytelling. Communication.'
Now, one might question why we delved into his response and how it relates to AI Assistants and the hospitality industry, specifically hotels.
Here is our answer to the above might be question:
To fully leverage the capabilities of AI Assistants or AI Concierges, one must know how to pose the appropriate questions that will elicit responses containing the most advantageous, valuable, and pertinent information.
In the past, during the era of traditional hotel concierges and information desks, customers tended to ask repetitive, similar, and unimaginative questions. This was primarily due to the nature of the services offered. Customers typically inquired about booking taxis, theatre tickets, restaurant reservations, massages, additional rooms, laundry services, and etc. Some customers might occasionally seek recommendations for excursions, cultural events, or historical sites. This pattern led hoteliers to mistakenly believe that AI Assistants and Concierges were solely focused on routine tasks and basic inquiries.
In today's information age, AI Assistants and Concierges have evolved beyond mere task managers to become repositories of extensive knowledge and information. They are equipped with analytical skills and emotional intelligence to address intricate queries, offer innovative solutions, and engage in meaningful conversations with guests about a hotel's offerings at a level far surpassing that of conventional hotel staff. This shift enhances the customer experience by placing the focus on guests rather than just the services provided.
This new scenario, however, requires hotel guests to focus on critical thinking, communication and storytelling more than ever before. Now, let's examine each of the tree elements in greater detail.
What is critical thinking?
'Critical thinking is the objective analysis and evaluation of an issue in order to form a judgment.'
Critical thinking in the context of hotel services:
Critical thinking within the realm of hotel services enables individuals to assess the available choices and make informed decisions through an objective analysis of the received answers. To achieve this, hotel guests must engage with AI Assistants or Concierges in a unique manner, framing questions that elicit responses providing suitable options and elaborating on the most pertinent one for their needs.
What is communication?
'Communication is a process of exchanging information between individuals either 'tête-à-tête' or in groups.'
The original definition says 'between people'. In the current era of AI, we can add to this 'with AI Assistants and Robots'. So, the up to date definition sounds as follows:
'Communication is a process of exchanging information between individuals, AI Assistants, and Robots, either 'tête-à-tête' or in groups.'
New type of communication in the context of hotel services:
In the hotel environment, the conventional method of communication involves asking straightforward questions and receiving simplistic, hopefully accurate answers. These answers are basic and uncomplicated.
With the advent of AI Assistants and Concierges, communication has evolved into a more intricate and beneficial interaction, particularly in the realm of customer service. Information exchange can now occur at a higher intellectual level, encompassing intricate queries and sophisticated responses. However, transitioning from the 'simple question simple answer' approach to one that involves relevant, well-considered, and meaningful questions along with corresponding answers requires a shift in mindset.
What is storytelling?
'Storytelling is the art of sharing a narrative using language, physical movement, or vocalisation to convey a story's elements and images to an audience.'
Storytelling in the context of hotel services:
In conventional hotel customer communication, storytelling isn't necessary because the 'simple question simple answer' method doesn't demand such 'depths'.
However, in the age of AI Assistants and Concierges, customers are naturally seen as storytellers who need to master the skill of narrating, particularly about themselves. Why is this important? Because by doing so, they will significantly improve their customer experience, as AI Assistants and Concierges are highly attentive listeners. For, the more effectively a customer communicates their preferences, issues, or questions, the more precise and tailored the responses and solutions they will receive.
As you can see, there's much to catch up on. So, don't waste time and begin right now.
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