The success of hotels hinges on stellar service provided by top-notch employees. But in the coming years, even exceptional staff likely will need help to meet guests’ escalating expectations and rising demand for personalized attention.
And, odds are, artificial intelligence will deliver the assistance they need.
In fact, a new Oracle Hospitality study indicates AI will be a key driver for hotel profitability, and a growing number of innovative hoteliers are offering unique new experiences leveraging AI-based devices. One example: “Alm-Pepper” – a robot dressed in a pretty Dirndl (a traditional feminine dress worn in Austria) that welcomes guests to the Resort “Übergossene Alm” am Hochkönig in Austria – answers simple questions and doubles as an entertaining “toy” for children.
AI usage in hotels, however, is far more than a novelty act, according to “How Artificial Intelligence Enhances the Guest Experience” – the study commissioned by Oracle and conducted by market research company Starfleet Research.
AI and machine learning already are impacting operations significantly: Hoteliers using chat bots and AI-supported concierge services reported that 70 percent of guest inquiries are being answered by such systems. That shift is yielding clear benefits, including relieving employees of mundane tasks. In addition, according to the study, one-third of all queries are answered more quickly, thanks to the use of AI solutions. Ultimately, that translates into better service and happier guests.