How is AI changing the customer experience?

 Nirav Akshay Oza, CEO, Efcee Hotels - A Leela Worldwide Venture, speaks about how the Indian luxury hotel industry is striving for continued growth and innovation through AI and technology

Here are some ways AI is transforming customer experience in the hotel industry: 

● Personalized recommendation’s

AI-powered algorithms analyze guest data to offer personalized recommendations, such as room preferences and dining suggestions. As personalization becomes increasingly important to customers, hotels that provide tailored experiences can improve customer satisfaction. A recent report revealed that 60% of customers expect personalized experiences from hotels, and 50% are more likely to return to hotels offering such experiences. 

● Streamlined check-in processes

Facial recognition and chatbot technologies can significantly reduce check-in times for guests. For instance, a Chinese hotel has implemented facial recognition technology to expedite the check-in process. A study by Oracle Hospitality found that 89% of hotel guests would prefer using their smartphones to hasten the check-in process, and 64% would opt for facial recognition technology for identification purposes. 

● Predictive maintenance

AI-powered predictive maintenance helps hotels detect potential issues before they escalate into major problems. This technology enables hotels to identify malfunctioning equipment before it breaks down, reduce downtime, and minimize repair costs. According to a recent report, predictive maintenance can decrease maintenance costs by up to 30% and reduce downtime by up to 45%

● Chatbots for customer service

Chatbots have gained popularity in the hotel industry, providing 24/7 customer service and assisting guests with queries and complaints. Additionally, chatbots offer recommendations and personalized promotions. A recent survey found that 73% of customers prefer using chatbots for customer service, and 55% would be willing to book a hotel room through a chatbot. 

● Voice assistants in hotel rooms

Voice assistants like Amazon’s Alexa and Google Home are increasingly being integrated into hotel rooms. Guests can use voice commands to control room temperature, lights, and even order room service. A recent report indicated that 73% of hotel guests would like to use voice assistants in their rooms, and 63% would be more likely to book a hotel room equipped with voice assistants. 

● AI-powered pricing strategies

AI-powered pricing strategies help hotels optimize room rates and maximize revenue by analyzing market trends, demand, and other factors. Additionally, these strategies enable hotels to adjust room rates in real time. A recent report found that AI-powered pricing strategies can increase revenue by up to 15% and reduce the time spent on pricing by up to 90%.

Source:https://www.hotelierindia.com/operations/how-is-ai-changing-customer-experience