As the AI chatbot technology keeps evolving, more and more industries are using it – hospitality and tourism, health industry, ecommerce, financial industry, retail, real estate and many more. It is expected the chatbot market to increase with an average annual rate of 32.27% by 2025 according to the leading research agency Market Watch. Today many SMEs are recovering from the impact by the pandemic crisis. The post-pandemic opportunities for them are to become part of the digitalizing world to stay competitive.
Hotel complex “Izgreva” is a place where the guests feel like they are at home. Behind the peaceful and comfortable atmosphere and the multitude of small details that delight the eye and that predispose to real relaxation, there are daily efforts and years of work and development. An AI chatbot contributes even more to making the hotel an attractive place loved by tourists. We talk to the owner who prefers to be away from the spotlight and let her work speak for her – Mrs. Mariana Terzieva.
Last week, PhocusWire published a feature article on the topic of hotel chatbot and why it is a must-have tool on a business’s website to collect user data. The author of this publication is our CEO, Elitza Stoilova. The article is useful to everyone, not just tourism businesses – Google will one day stop supporting cookies and businesses will have to rely more on the customer data they collect on their site. The AI chatbot on the website is an extremely suitable tool for this purpose.
Elitza Stoilova, our CEO, was invited to write an article on the topic in BGTourism.bg and shared many ideas in response to the question of what the hotel needs to do to turn its site into a money machine, only one of which is the use of a hotel AI chatbot.
Robot-concierge at the hotel lobby, voice assistants at “smart” hotel rooms, messenger-based chatbots of hotels, restaurants, leisure companies, and travel agencies – they were already common before Covid-19 at such global chains as Marriott, Hilton, Shangri-La Hotels & Resorts, Four Seasons Hotels & Resorts, Domino’s Pizza, Pizza Hut, TacoBell, Burger King and others. Covid-19 did not bring the need for automation, digitization, and robotization to the tourism industry. It only forced the adoption and sped up trends, behavior, habits, and technology usage that were already here in the past years.
The oldest operating hotel in the world according to Guinness World Records is 1300 years old – Nishiyama Onsen Keiunkan Hotel in Japan. The hotel has been owned by the same family for 52 generations. Many people, from famous samurai to celebrities and politicians, have visited the hotel from the year 705 until today. Although it is famous for its world record, history, healing hot springs, delicate luxury, and proximity to Mount Fuji, the hotel has a website. This sounds so natural, which hotel doesn’t have a website in the 21st century. Without a website, you do not exist for customers who today are digitally oriented beings that are obsessed with their phones.
Covid-19 put the spotlight on digitalization as a recovery solution in all industries. Travelers expect tourism businesses to offer as much as possible services and products remotely, touchless, contactless, and digitally, and it is desirable to also provide them with self-service options.
Have you heard about Edward from Radisson Blu Edwardian London? 3 years after his creation in 2016, he could reply to over 16 000 hotel guests’ questions and perfectly cope with the duty of the Concierge. He was so popular among the hotel guests that they nominated him for the Employee of the Month and even looked to tip him.