Marriott embraces AI to make hotel experience so smart

Marriott Hotel, the global hotel chain giant, embraced artificial intelligence as early as 2017 and launched the conversational robot Chatbotlr through multiple channels such as SMS platform, Facebook Messenger, Slack, WeChat and Google Voice Assistant. , providing a more considerate hotel user experience.

Under the tide of hotel intelligent transformation, Chatbotlr, the conversational machine of Marriott Hotels, the leader, has achieved the ultimate user experience. It doesn't just stop at answering questions about user reservations or pre-sales, but creates a complete interactive ecological closed loop, allowing customers to enjoy intelligent dialogue services before, during and after staying in the hotel.

Marriott said that 2/3 of its hotel customers have interacted with Chatbotlr.

In addition, regardless of whether you choose Marriott in the end, the conversation robot will use the Marriott membership program to recommend popular restaurants, attractions, local experiences and other items in the New York area to you during your visit to New York. The recommended content comes in part from Marriott's own magazine media "Marriott Traveller". In addition, Marriott has opened up multiple channels for AI conversational robots to meet different usage scenarios, not just limited to social media. For corporate users traveling on business, they can filter hotels through slack, an enterprise collaboration efficiency software, and ask fellow travelers to vote using Emoji expressions.

While embracing machine intelligence experience, Marriott also attaches great importance to human participation. Amanda Moore, director of digital marketing at Marriott International, said: "The best experience is brought about by the combination of humans and machines. When machine answers are not enough to meet customer needs, we will provide users with the option of talking to humans."

Traditional hotels often lack communication channels with guests after they check out, making it difficult to break the curse of stiff questionnaire text messages and unread emails. Conversation robots are a more natural way to maintain follow-up communication with guests. Through dialogue, you can obtain questionnaire information, and come with some coupons, member-exclusive services and other rewards. At the same time, conversational robots can help hotels build an accurate customer profile and send personalized room, service and discount recommendations to users, which has a significant effect on building brand loyalty and stimulating users to make second bookings.

In order to empower the traditional hotel industry with AI and solve the problems of the hotel industry’s reliance on online travel platforms (OTA), limited technical capabilities, and high labor costs, Singularity Width has launched an industry-wide dialogue system, allowing traditional hotels to also Being able to create a personalized accommodation experience for customers like Marriott:

Improving customer experience is the ultimate goal of hotels, and experience upgrading is inseparable from technological empowerment. For traditional hotels, Marriott Hotel, as the pioneer of smart experience, has certain reference significance. How to use AI to open up two-way communication channels throughout the entire guest accommodation process and get rid of dependence on OTAs has become the key to hotel growth.