Elevating Hotel Operations with Conversational AI
By John Smallwood, President of Travel Outlook
August 2024
Recently, we explored how conversational AI, particularly Annette the Virtual Agent™, enhances guest experiences by understanding complex requests, personalizing interactions, and providing multilingual support.
In the third part of our series, we will explore Annette’s ability to handle a multitude of frequently asked questions (FAQs), route calls to internal departments, and seamlessly transition guests to live agents when needed. Dive in below as we explore the advanced capabilities of Annette, and how she helps your hotel handle guests needs as they arise.
Answering FAQs with Precision
One of Annette’s standout features is her ability to answer hundreds of FAQs that hotels can customize to suit their specific needs. This capability ensures that guests receive accurate and timely information without waiting for a live agent. Common FAQs that Annette can handle include:
- Are pets allowed? Annette can provide details on the hotel’s pet policy, including any fees or restrictions, ensuring guests know what to expect before arrival.
- How late is the restaurant open? Annette can inform guests about the operating hours of on-site dining facilities, helping them plan their meals accordingly.
- Is the pool safe for young children? Annette can provide information about the hotel’s pool’s safety features, such as lifeguard availability, depth levels, and any specific hours for family swim time.
By efficiently addressing these common inquiries, Annette helps reduce the workload on front desk staff and improves response times, leading to higher guest satisfaction.
Seamlessly Routing Calls
Another key feature that enhances operational efficiency is Annette’s ability to route calls to the appropriate internal departments. Whether guests need to speak with the restaurant, the spa, the sales department, or any other specific extension, Annette can ensure they are connected to the right place.
For example, if a guest calls to inquire about spa services, Annette can quickly transfer the call to the spa department, ensuring the guest receives expert assistance.
Here’s how Annette handles call routing:
- Identifying the Request: Annette listens to the guest’s query and identifies the appropriate department or extension.
- Connecting the Call: Annette routes the call directly to the relevant department or specific extension, ensuring guests are promptly connected to the right personnel.
- Providing Updates: Annette can keep the guest informed during the transfer process, reducing any uncertainty or frustration that might arise from being on hold.
This functionality streamlines communication within the hotel and enhances the overall guest experience by ensuring their needs are met swiftly and accurately.
Transitioning to Live Agents
Despite Annette’s advanced capabilities, there are situations where a guest’s request may require human intervention. In such cases, Annette is designed to recognize when a live agent is needed and can transfer the guest to a human representative.
For instance, if a guest asks for an early check-in, Annette can say, “Let me transfer you to an agent who can help you with that.” This ensures guests receive the personalized service they need while benefiting from conversational AI’s efficiency.
Sending Follow-Up Texts
Additionally, Annette’s ability to send follow-up texts ensures that guests have easy access to critical information even after their call.
For example, if a guest asks for the hotel’s address, Annette can provide the address over the phone and follow up with a text message containing the same information. This proactive approach helps guests feel supported and valued, enhancing their overall experience.
Real-World Applications and Benefits
Imagine a guest calls the hotel to ask about dining options for a special occasion. Annette will reply with detailed information about the hotel’s restaurants, including operating hours and menu highlights. The guest then asks if they can reserve a table for the evening. Annette will route the call to the restaurant’s reservation line, ensuring the guest can make their reservation without hassle. After the call, Annette will send a follow-up text with the restaurant’s address and reservation details, providing the guests with all the information they need for their special night.
Annette’s ability to handle complex multi-turn interactions, provide accurate and relevant information, and ensure a seamless transition to live agents when needed puts her head and shoulders above other AI models.
Annette, the Virtual Agent™ by Travel Outlook, represents the hospitality industry’s next generation of conversational AI. Her ability to answer FAQs, route calls, transition to live agents, and send follow-up texts significantly enhances hotel operations and guest satisfaction. As AI continues to evolve, tools like Annette are increasingly vital for hoteliers looking to provide exceptional service and stay ahead in a competitive market.
For more information on how Annette can transform your hotel’s operations and become an invaluable asset to your team, visit Travel Outlook’s Annette.
About John Smallwood, President of Travel Outlook
A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Annette (formerly “Bella” by Travel Outlook), the first AI-powered voice bot for the hotel industry.
