Umni – featured in the ITB Newsletter

Every month ITB promotes ITB Community Insights articles to all community members. Our team feels honored to be included in the ITB newsletter for April 2022, with our article “The Post-Pandemic Opportunity for AI Chatbots in the Hotels and Tourism Industry” featured among 3 other articles. We are glad that the topic about the usage of AI chatbots in the hospitality industry keep attracting attention.

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.

Here is our article.