AI in hospitality
With its ability to streamline processes, provide valuable insights, and optimize experiences, artificial intelligence (AI) could drive
the new wave of responsive,
While some remain sceptical, most hoteliers have – knowingly or unknowingly – embraced artificial intelligence (AI) to improve the guest experience and optimize revenue.
What is artificial intelligence? Artificial intelligence, or AI, involves computer systems that perform tasks that require what we would refer to as “intelligence,” or some form of thinking.
The concept has existed since the 1950s, but it is only in recent times that the technology has reached a point where it is considered reliable enough to be deployed into business processes. The data gained via this technology is utilized across a range of functions (even in the hospitality industry) ranging from basic customer service to personalization and sales.
Common uses of Artificial Intelligence (AI) in hospitality
AI Chatbot easy to connect with guest
Chatbot and message. This is perhaps the most common application of AI in hospitality. This customer-facing technology is extremely effective when it comes to responding to simple questions or requests via direct messaging and online chat services added to a hotel’s website, telephony, and social media platforms. This simple, but the smart application has ensured your customer service is available 24/7 to respond to guests and convert opportunities into bookings.
A grander application of this aspect of AI is real robots that can talk to guests. Hilton and IBM created Connie for the hospitality group. This two-foot robot has been trained to provide information about local attractions and learns as it answers.
While the wider application of robots isn’t on the near horizon, it has the potential to replace a number of repetitive human tasks in a hotel, bringing inefficiencies.
You can track the activities of your guests and prospective guests through their online activities. Combine this with surveys and information you collect through other sources, run it through a single data system that is enabled via AI and you will be provided with the ability to offer them unique, personalized experiences.
In addition, to offer guests a personalized experience, you can use this information to push special deals and local offers – all adding up to a better guest experience and increased revenue opportunities.
As you learn more about your guests, you can adjust a room experience to your guests’ preference, be it temperature, music, food, and more. Such tailored experiences tell your guests you care about them and increase loyalty.
You can use upselling platforms to seamlessly drive more revenue and upsell efficiently to their guests with tailored needs. Hotels are combining this with smart devices to control lighting, TV, and other features in the room.
Big learning with data
AI could help you learn
Another way in which AI is being utilized within the hotel industry away from pure customer service is in data analysis. In this capacity, the technology can be used to quickly sort through large amounts of data and draw important conclusions about customers, or potential customers.
For example, a hotel might use data to predict lulls in bookings and offer special rates to counteract them. They could also gather data on the food that guests order so that they know what to keep on the menu and what to pull off. They could use AI to predict what menu items might be popular based on previous visitor favorites.
The potential for AI to improve customer service is unlimited. What we see now is a fraction of what this technology is capable of. From front-desk, room service, valet service, cleaning, and maintenance to power management, there is no area where AI cannot be used.
It is also not something that is only for the “big guys”. The beauty of AI is it is adaptable for all hotels to adopt – if not in its entirety, in some form or the other.
Source : guest joy
In collaboration with the British Beauty Council, global trends forecaster WGSN recently presented ‘Beauty Big Ideas 2023’, outlining key consumer shifts that are set to shape the beauty industry once the coronavirus emergency has passed.
Five key trends that reflect the fact that beauty routines and products will be reshaped with a sharper focus on health, science, sustainability and social justice…
TREND 1: A push for progress By 2023, consumers will demand a radical rethink of how we deliver products. Refillability, recycling and sustainable packaging will be re-imagined and new designs will surprise and delight consumers.
Products will need to function in a trading environment that places high demands on their creation on both environmental and social grounds. For example, Some organic tea uses wholechain technology to verify its Madagascan vanilla, collecting data from its supply chain via QR codes and phones to track the bean’s journey from farmer to formulator.
The beauty industry will need to reinvent itself as more ethical, inclusive and sustainable, beauty brands that stand for something will sit at the forefront of radical change. What consumers are looking for are products that heal the world, embrace biodiversity and can be delivered in the minimal footprint. Transparency and full traceability will be key.”
TREND 2: Embracing frugality Financial restraints caused by the pandemic will radically change consumer approaches to purchasing and products that streamline multi-tasking, delivering refined skincare routines, will take off.
The drive will not be a focus on the cheapest product or the smallest price tag, it will be about brands that drive value with the consumer in mind.
It’s about investing in products that really work for you. It’s about finding ways to empower the consumer to make purchasing decisions with brands that protect the planet through ethical production and provide proven results.
So-called ‘skinimalism’ will drive simplified skincare regimes and product development, and ‘dupe culture’ will enable financially pressed consumers to find affordable alternatives. Emerging social platforms will vastly amplify consumer opinion, empowering the consumer to shape the future of beauty.
TREND 3: Mastering wellbeing Consumers are thinking so much more about their physical and emotional wellbeing since the pandemic. We have embraced many hi-tech tracking tools to monitor our health, but innovation will come in tech to track mood and elevate mental wellness.
All beauty brands will need to behave as health and wellbeing brands in 2023. Products that not only make you look good but make you feel good.
The ‘Happy Beauty’ segment will look to leverage the link between emotional wellbeing and skin health – products designed to reduce stress and improve mood as well as optimise skin health. Beauty products that work at a cellular level and those that look to balance and strengthen the skin’s natural ecosystem will be essential in future.
Beauty needs to harness the new found respect to science created by the pandemic. Science will also become a cornerstone of beauty rituals and treatments with consumers.
The pandemic has dialled up our appreciation of the power of touch and the delivery of hands-on professional treatments. Although many spa guests will be comfortable with rituals protected by new hygiene protocols, no-touch therapies are here to stay and will grow as part of the spa offering in future.
TREND 4: Tech-acceptance Positive relationships between consumers and beauty brands nurtured during the pandemic will continue, heralding “a new era in beauty innovation and beauty moonshots.
Post-pandemic, people are going to be much more willing to embrace brands that embrace biotechnology, including ‘green’, ‘blue’ and ‘white’ biotech beauty regimes and products.” revealed Middleton.
Consumers will want to know more about product design, science and ethics. Brands will need to pull back the curtain.
The blur of physical and digital will see consumers place more value on products that can elevate their lifestyles. New at-home devices and tools will emerge and comfort levels around technology and lab-based innovation will grow.
TREND 5: Intentional community By 2023, consumer collaboration will be a cornerstone of trans-global beauty. This trend will see new ecosystems develop between brands and consumers, working together to create belonging and inclusivity.
Trusted voices of beauty will be driven by consumer validation, with products and services making significant shifts to embrace customers as co-creators of brand voice and contributors to product design.
In future, dignity will be valued, rewarded and fairly represented. Systemic discrimination will be challenged and the beauty industry can really push forward and allow this honest dialogue to continue.
Thank you for good Source by Jenni Middleton, Beauty WGSN
Photo : fairypunk.tumblr
Majesty AI, a Virtual Concierge for Hospitality, powered by Artificial Intelligence.