Enhancing The Guest Experience with AI According to Forbes
We spotted an interesting quote from Forbes Council Member and President & CEO at AD1 Global, Daniel Berman expressing his views on ‘Revolutionizing The Hospitality Industry With Artificial Intelligence’.
Daniel’s view on AI for guest experience management is much like our own with one exception. Here’s what Daniel had to say:
Enhancing The Guest Experience
One of the key areas where AI has made significant strides in the hospitality industry is in guest experience management. Through AI, hotels can provide round-the-clock assistance to guests, addressing their queries, handling reservations and even suggesting personalized recommendations.
For example, a resort my company works with implemented a novel integration of AI telephony that lowered the calls to the front desk staff and increased service level of answered calls. On top of all that the guests gave the AI system a high favorability rating, which was remarkable to me. I witnessed this innovation not only improve customer satisfaction but also increase operational efficiency, allowing staff members to focus on more complex tasks.
We understand the all the benefits of reduced calls to the front desk and increased operational efficiency as we see it often enough with our own AI powered virtual assistant EVA (Evolution Virtual Agent). We just don’t understand why the author found the guests high favorability rating ‘remarkable’? We all speak to Google, Alexa and Siri as a matter of course these days and EVA provides a fast human-like response that is linked to other hotel systems. This means guests get what they need quickly and efficiently.
EVA is remarkable. The guest feedback, in our experience, is not a surprise. Everyone loves EVA!
We do completely agree with Daniel’s conclusion, “By harnessing the power of AI, hoteliers can revolutionize the guest experience, personalize service, streamline operations and bring more to the bottom line.”