Using AI to Remodel the User Experience in Hotels

Over the last few years, AI has become part and parcel of human life. From voice and text-based assistants like Alexa and Siri to connected car technologies and robots, AI is changing the way of life. Along those lines, through AI-powered intelligent systems, it is transforming the processes, services, and facilities in hotels. Today, the hospitality industry uses sophisticated systems with the adoption of many innovative methods to provide satisfying customer services.

There already are intelligent hotel systems, where all the data channels are linked together forming a superlative, productive, and high-performance structure. Integrating IoT-enabled connections like motion sensors, room control, and smart voice control and AI-powered concierge robots, digital assistants, voice-activated services, and travel experience enhancers will not only personalize hotel guest experience but also change the way hotels function.

AI-enabled hotel concierge bots can offer minute service and careful assistance from a customer’s personal choices to their smallest of needs. For instance, Hilton Worldwide Hotel has implemented a new AI-based concierge—Connie—that is transforming the hotel guest experience by assisting arriving hotel guests at the front desk. Connie also gives real-time recommendations for visit-worthy sites and attractions; answers customer queries on the spot, learns from frequent customer interactions to refine its responses, and provides excellent care and support. Hotels are also implementing AI-driven chatbots in mobile devices for ordering meals or drinks, suggesting special dishes, controlling room temperature and lighting, scheduling dinners/lunch, managing reservations, taxi booking and more.

Exceeding customer expectations is of great importance for businesses. Hotels over the past years have been attempting to make their premise unique and hospitable for visitors and guests, and, AI is working in their favor.