Artificial intelligence is becoming more and more sophisticated with each passing year, and it continues to find its way into more and more industries — the hospitality industry included.
AI in hotels is becoming unavoidable before, during and after stays. But what specific types of artificial intelligence are you likely to find in hotels today and in the future? And, which properties are aggressively implementing AI right now?
Here’s a look at 3 ways that hotels are already using artificial intelligence to improve the guest experience, as well as what business travelers might find at hotels in the near future.
What is a chatbot? A chatbot is a program that allows you to send messages that are responded to in a way that simulates a real conversation — without another human being on the other side.
You may notice chatbots pop up on a lot of websites, including travel websites like Booking.com and Kayak. But chatbots are now available to guests at several hotels.
At Aloft’s Boston Seaport property, guests can use a program called the ChatBotler to request services or get answers to questions about the hotel. At properties owned by Caesars Entertainment, guests can use a chatbot called “Ivy” for billing, wake-up calls and other services. At the Cosmopolitan in Las Vegas, a chatbot named “Rose” makes dining recommendations and even tells jokes.
Chatbots are a work in progress. Some are better than others, and some guests may not appreciate this form of assistance right now. But, as technology improves, chatbots are likely to become much more helpful and life-like — which is sure to increase their presence at hotels around the world. This could make life much easier for busy business travelers or international travelers who need assistance overcoming language barriers and fitting into unfamiliar cultures.
Think about all the basic, rote tasks that need to be taken care of at hotels — everything from opening the front door to delivering room service.
Physical robots are now taking care of these basic tasks at a number of global hotels.
Munich’s Motel One is home to Sepp, a robotic concierge who wears lederhosen and greets guests as they walk in the front door. Sepp can answer questions and provide directions to popular spots on the property. This robotic concierge actually learns the more he talks, so his assistance becomes more and more helpful with each passing day.
The M Social in Singapore uses a robot named “Aura” to make deliveries of towels and water bottles. And the Hotel Jen, also in Singapore, uses robots names “Jeno” and “Jena” to deliver room service and provide other guest services.
At the 2018 Consumer Electronics Show, LG unveiled a hospitality-focused robot called “CLOi,” that can provide maid service, carry bags, take payments and even serve drinks. As technology like CLOi proliferates, you’re likely to see more and more robots in hotels.
3. In-Room Amenities
No two guests want the same exact things from a hotel room. One guest may like the temperature low and the lights bright, while another might prefer the room be warmer and darker. In years past, guests would need to open or close blinds, turn on or off lights, or fiddle with the thermostat to get things just as they want.
But, today, hotels are using new technology to provide customized in-room amenities and experiences that closely match what guests want and expect. Some hotel rooms can adjust lighting and temperatures to meet your needs — and some can even fire up your favorite music when you wake up in the morning.
This technology and customized experience is limited right now, but it’s likely to find its way into more and more hotels in the future. In the coming years, expect rooms to feature digital assistants that allow guests to request services, get information, make reservations and otherwise create the perfect experience during stays.
Enjoy Outstanding Hotel Experiences
Artificial Intelligence is a nice-to-have when staying at hotels around the world. But, let’s face it, there’s no substitute for real human interaction when you’re on a long journey or facing a significant travel challenge.
For a common sense approach to business travel and personal assistance with all your business travel needs, get in touch with us at JTB Business Travel.