Umni’s AI chatbot expertise was noticed by ITB Asia

ITB Asia Community published a large article about the use of AI chatbots in hospitality named “The Post-Pandemic Opportunity for AI Chatbots in the Hotels and Tourism Industry”, written by our CEO Elitza Stoilova. The article, originally Umni’s blog post, was updated for this purpose with the latest research on the field. The 11-minutes read article is sharing the many reasons to use this technology, samples of what an AI chatbot could do, and what are some important steps to consider if the focus is on customer service and communication automation. Here is a short but important quote from the article:

As per Juniper Research, 43% of the existing chatbots are located on websites versus 48% in messengers, and it is expected the number of chatbots located on the business websites to increase. Web-based AI chatbots can act as a first and immediate contact point for customers, answer FAQs and collect inquiries from both potential and in-house guests. They become even more important for hotels and hospitality businesses as new research by Site Minder from January 2022 shows that the boom of direct traffic for hotels globally in the past year brought the hotel website’ ranking to the top 3 hotel booking revenue makers in the most markets, covered by the research. Making sure the website is smart by having an AI chatbot on it, is becoming a business necessity to make sure the business can answer all customer questions and needs, and keep the customer, and not a tech fashion. It is not surprising therefore that in 2022 it is expected that chatbot implementation and offering by hotels will increase 53% (64% among the independent hotels), according to a survey from January 2022 by NYU Tisch Center of Hospitality и StayNTouch PMS.

ITB Asia Community is the largest global community of tourism professionals from Tourism Bureaus, Travel Operators, Accommodation, Airlines, etc., and connects over 10,000 community members from more than 120 countries and territories.