Hoteliers must adopt artificial intelligence (AI) now to stay ahead of the game, according to leading hotel technology provider, Avvio.
Avvio has invested heavily in AI technology, and major groups including Hilton Hotels and Resorts and Edwardian Hotels have already adopted an AI-based technology strategy.
The business is urging hospitality companies to look to the market and make use of existing AI platforms to streamline business processes and to consider chatbots which it says can offer short-term, high-efficiency solutions on top of existing human expertise.
Frank Reeves, co-founder and CEO of Avvio said hotels must seriously consider implementing emerging technology if they have not done so already.
He said: “Avvio has spent a lot of time researching the need of AI from the hoteliers’ perspective. We believe that AI is a necessary adoption for them which they should start now, or at least build into their tech strategy.
"Avvio and many of our partners, clients and industry colleagues, realise that functionality found in hotels such as Alexa for voice search and Allora for creating unique direct booking experiences, will help to revolutionise the current technology stack for hoteliers.
In addition, real-time text and voice translation offers the capability to enhance guest service which, in turn, can be located anywhere in the world. Bookings and guest requests can be handled seamlessly and authentically without worry over accents or language barriers. AI technology offers accommodation firms a range of commercial benefits such as unique online experiences, smart rooms and personalised booking journeys.
AI can also be used to analyse guests' moods based on both spoken and written language. This can alert a staff member when a guest is frustrated, upset, excited or pleased.
However, Avvio continues to encourage hotels to continue to hire and train staff too to provide a personal context.
Hilton Worldwide’s AI concierge, Connie, was one of the first AI-powered concierge bots. The robot is two feet tall and interacts with guests who arrive at the check-in desk, advising on local attractions and sites.
Avvio has integrated chatbot technology into Allora to facilitate guest conversations and bookings and this is being used by long term client Ireland-based Fota Collection.
Radisson Blu owned Edwardian Hotels has also adopted AI. Guests can request the assistance of the AI chatbot 'Edward' by text message. Edward can deliver information on nearby bars and restaurants, plus deal with complaints.