Hotel Chatbots: How to Create Great Customer Experiences
Hotel chatbots are the modern day equivalent to a concierge, and one of the latest technologies being used to improve experiences. Guests can check in, check out, make reservations, and even ask for local restaurant recommendations. And it’s not just hotels that benefit from the convenience factor: Business Insider estimates that over 80% of businesses are expected to have some sort of chatbot automation implemented by the year 2020.
So how can you hitch a ride on the chatbot train? In the following, we dive into a few of the ways your property can use chatbots to drive bookings, answer questions, and give customers an all-around better stay.
But first, here are a few things to keep in mind.
Chatbots use AI technology known as Natural Language Processing (NLP) to understand what’s being asked and trigger the correct answer. Still, we’ve got a long way to go before these algorithms are advanced enough to handle the entirety of the customer lexicon. So before you turn to a chatbot, it’s important to understand that it’s on you to set the parameters that keep customers from getting frustrated.
1. Starting With Pre-Programmed Responses
Pre-built responses allow you to set expectations at the very beginning of the interaction, letting customers know that they’re dealing with a non-human entity. Based on the questions that are being asked by customers every day, you can make improvements by developing pre-built responses based on the data you’re getting back from your chatbot.
2. Building a Smart UX Flow
Great chatbots ask smart questions that lead users down the right path. That means you need to think about ways you can develop flows for different types of inquiries, and build the responses that will trigger the right response. For hotels, the most intuitive place to start is the booking process.