A chatbot is a computer-programmed service that can automatically interact with humans via chat interfaces. They are powered by Artificial Intelligence (AI), and can be implemented as standalone services or integrated within social messaging platforms like Facebook Messenger. In addition to automatically replying to users using text messages, chatbots can also share photos, video, etc. This dramatically increases user engagement levels.
Realizing this transformational potential of chatbots in engaging guests, the wellness and hospitality industry is turning to them in a big way. Large hospitality groups such as Marriott, Hyatt and Starwood, as well as Online Travel Agents such as Expedia, Kayak, Booking.com and HipMunk have started implementing their own chatbots.
Hyatt’s chatbot on Facebook Messenger
According to a study by Expedia, travelers visit 38 sites before booking a vacation. So it is important that they become engaged and receive any information they are looking for. With chatbots, online visitors receive exactly this. Through bots they will be able to instantly get any information they are looking for, without having to wait for an email response, thereby facilitating a quicker booking decision. More so, as more and more guests are using mobile phones for searching and booking hotels, and chats are increasingly becoming a natural medium of communication for mobile users.
In the long term, engaging directly with guests helps hotels and resorts reduce dependency on “online travel agents” (OTAs) and increase direct online sales for which commissions do not have to be paid. Moreover, hotel staff, who would otherwise have to respond to customer emails, are freed up to take up more productive tasks.
Are you looking to generate more bookings? Engage with your guests more by having a chatbot for your hotel or resort. Want to know more? Connect with us on LinkedIn, drop us an email at [email protected] or Whatsapp at +91 8089825363. We'll be happy to share with you a demo and a portfolio of resorts who are already seeing an increase in direct sales using chatbots.