Chatbots for hotels: How can you best use them today?

  • Published on
    11-Jan-2017

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  • Chatbots forhotels:Howcanyoubestusethemtoday?

  • Achatbot isessentiallyacomputer-programmedservice,builtonasetofbusinesslogic andsometimesevenartificialintelligence,that

    youcaninteractwithviachatinterfacesusingnaturallanguage.

  • LargerhospitalitygroupslikeMarriott,StarwoodandHyattrecognisethegrowingpreferenceforconsumerstousemessagingappstointeractwithbrands,andhavebeenexperimentingwiththatasacommunicationplatformsinceearly2015.

  • WhenFacebooklauncheditsMessengerPlatformforbotsandsend/receiveAPIinAprilthisyear,theindustrystartedtoreallypayattentiontothepossibilitieswithchatbots.

  • Whatthisopensupistheabilitytouseimagesandinteractivebubbleswithmultiplecalls-to-actionwithinthechatwindow.Thisisparticularlyusefulfordisplayinghotelimages,bookbuttonsetc.

  • Thewayhotelguestscommunicatewithbrandswillcontinuetoshiftmore

    andmoretowardsmessagingplatforms

    withexpectationsforimmediateresponses.

  • Whenthoughtthroughandimplementedcorrectly,achatbot canautomateasignificant

    partofthiscommunication.Ofcourse,anoptiontochatwithanactualpersonshouldbeavailableiftheconversationgoesbeyond

    thecapabilityofthechatbot toprovideameaningfulresponse.

  • Herearesomewaysyoucanusechatbots:

    iInformation

    Recommendations

    Booking

  • Allowuserstofindoutinformationaboutyourhotels.Forexample,

    1. Asktheuserwheretheywouldliketostay2. Displaymenu(facilities,location,etc.)3. Displayinformation

  • Recommend whichofyourhotelstovisitbasedonuserscriteria.Forexample,

    1. Asktheuserforthetypeofstaytheyrelookingfor

    2. Recommendhotelsthatmatchcriteria

    3. Displayinformationaboutselectedhotel

  • Allowuserstosearchandbook astayatanyofyourhotels.Forexample,

    1. Asktheuserwheretheywouldliketogo2. Displayhoteloptions3. Asktheuserforstaydates4. Displayroomoptions5. Beginbookingjourney

  • Ifyoufeellikejumpingonthebandwagonandexploringtheuseofchatbots inyourguestengagementstrategy,

    dropusanemailatinfo@mediaconcepts.com.

    Wellalsobemorethanhappytoshowyouaprototypethatwevebuiltasademoofhowaguestmightmakea

    hotelbookingthroughFacebookMessenger.

    www.mediaconcepts.com