I don’t use chatbots. 60% of millennials say they have used chatbots. 70% of them say they had a positive experience, (via Forbes) but for me, I have just not engaged with them, until now. With the meteoric rise of ChatGPT over the past few months and with major travel companies like Expedia embracing them, I have become somewhat of a convert. But one thing still is confusing, how will ChatGPT and many other LLM’s truly play into the hotel industry ecosystem? There must be concrete use cases or examples for the average hotelier to understand how this new world can help them run their business and make guests happy.
So, let’s take a look at some very basic examples where this technology can be integrated into the hotel ecosystem.
Chatbots have become a popular technology for businesses in various industries, including the hospitality sector, where they have been implemented to enhance customer service and improve communication channels between customers and businesses. One such chatbot technology is ChatGPT, which has gained attention for its ability to provide fast, efficient, and personalized support to guests. In this article, we will explore the best use cases for hotels and restaurants to use ChatGPT and how it can enhance their customer service.
The hospitality industry is a highly competitive sector, where hotels must constantly seek innovative ways to differentiate themselves and provide a superior guest experience. Chatbots have emerged as a valuable tool in this regard, and ChatGPT, in particular, has several use cases that can help hotels achieve these goals.
Hotels can use ChatGPT to provide 24/7 customer support, enabling guests to receive assistance and information at any time of the day or night. This feature can be particularly useful for guests who may have urgent queries or issues that require immediate attention, ensuring they are promptly addressed.
ChatGPT can assist guests with making reservations for hotel rooms, dining options, and other amenities. Guests can receive fast and efficient responses to inquiries about room availability, pricing, and special requests. This feature can streamline the reservation process, reduce the workload of the hotel’s staff, and improve the overall guest experience.
The platform can also provide personalized recommendations to guests on local attractions, dining options, and transportation options. By utilizing data and insights, ChatGPT can tailor recommendations to individual guest preferences and interests, enhancing the overall guest experience.
Need to check-in and check-out, it can help here as well. It can assist the guests with the check-in and check-out process, including facilitating online check-in, providing information on room keys and access, and assisting with luggage storage. This feature can save time for guests and reduce wait times at the front desk, improving the guest experience.
ChatGPT can provide up-selling and cross-selling opportunities to guests, including promoting hotel amenities such as spa services or room upgrades. This can generate additional revenue for the hotel while enhancing the guest experience.
One last example is that ChatGPT can function as a virtual concierge, providing guests with information on local attractions, events, and activities. This can be particularly helpful for guests who are unfamiliar with the local area and can enhance their overall travel experience.
This innovative technology can empower hotels to enhance their customer service and communication channels. By providing 24/7 customer support, assisting with reservations and personalized recommendations, streamlining the check-in and check-out process, providing up-selling and cross-selling opportunities, functioning as a virtual concierge, and enabling online ordering and payment processing, hotels can offer their guests a more convenient and personalized experience. By implementing ChatGPT into their operations, hotels can gain a competitive advantage by improving customer satisfaction and promoting customer loyalty.
One thing is true… ChatGPT will be integrated into our daily lives and hopefully it will take all the mundane tasks we do every day away from us.