Holiday accommodation rentals, hotels, restaurants, transport and all other services related to tourism take advantage of the latest technologies. Including AI & Robotics, to optimise their logistics and save time for travellers.
Artificial intelligence is set to play a major role in the evolution and renewal of the tourism industry. A hotel room automatically personalised to the customer’s tastes, virtual reality glasses as brochures. As well as chatbots to answer holidaymakers’ questions 24 hours a day: new technologies are emerging in the tourism sector.
In the hotel of the future, reception will even be possible via a facial recognition mirror. Then, the room will instantly adapt to all the requests made at the time of booking. Temperature, lighting ambience, choice of canvas in the digital frames hanging on the walls.
AI & Robotics – The human and the chatbot: two complementary roles
Even if artificial intelligence is still often perceive as a futuristic technology. It is already present in our daily lives, especially when we go on holiday.
According to Gartner, by 2020, 85% of customer relations will take place without direct interaction with a human in the company. These are just predictions, but we can already see that chatbots represent a real revolution. It is in fact the ideal tool for companies, particularly those in the tourism sector. Because it gives a rapid and coherent response to its customers, 24 hours a day and 7 days a week. But also thanks to its ability to store customer information. It reacts to questions asked in writing or orally. Thanks to artificial intelligence and machine learning, the chatbot, or conversational assistant, is endow with two essential qualities: language and cognitive intelligence.
At any time of the day or night, it can provide a quick and coherent response to thousands of tourists looking for a Wifi code or room number. And, if the chatbot has been well programmed, it offers a conversation with the customer that respects the culture and brand image of the company or person using it. In addition to being an assistant, the chatbot is also a store of information. In some cases storing past conversations between it and a client. So that it can offer personalise suggestions during future conversations.
Offering tourists quality conversations thanks to AI & Robotics
From advice on selling airline tickets to customer service for holiday rentals, chatbots are becoming communication media in their own right. But it is imperative that they are well design and respond to customers’ issues. The traveller must not use it as a guinea pig who would come to train the chatbot with whom he is having a conversation. It is unthinkable that he should have to rephrase his question several times to get the right answer. Hence the need to train his artificial intelligence so that the chat robot can understand a question that would not be in the models.
To begin with, we need to define what a chatbot is going to be use for. It must absolutely represent an added value for the company in the tourist industry. Whether it is a question of reducing the human time spent on customer service or facilitating access to personalised offers for the user. It is essential to clearly define the role of the chatbot by assigning it a precise mission. It is therefore also necessary to clearly define the target group of chatbot users in order to be able to calibrate its content as well as possible.
Next, the technical part represents a fundamental point that will define the user experience of travellers and make it a good or bad chatbot. This is why it is important to choose the right medium (SMS, Messenger, Twitter, etc.). As well as the formats support by the conversation (text, images, videos, etc.). The suggest answers as well as the products put forward must be in line with the customer’s expectations.
Economic upheaval and a redistribution of roles
According to the international survey “Automatica trend index 2018”, conducted among 7,000 international employees. 70% of those survey believe that collaboration between humans and robots is not only beneficial to companies. But also saves time and therefore considerable productivity. Finally, 73% of all respondents believe that AI makes work easier.
While a handful of people see automation as a threat to jobs. Most people believe that collaboration with robots offers the opportunity for employees to train for more skilled positions.
The real challenge facing tourism companies in the face of artificial intelligence is not automation. But the level of qualification of the profiles, which must be raise. The original aim of industrial robots remains to free humans from certain tasks and to facilitate their work. To keep pace with the rapid and constant pace of technological advances. Companies will need to specialise talent. On the other hand, empathy will play a role in humanising this galloping technology. And the profiles recruited will need to have this major asset. As the machine takes hold in our lives, human qualities will be upgraded. As with all sciences, it is of course the use that is made of it that takes precedence over the rest. Artificial intelligence is a considerable advance that is revolutionising codes and the way we work. In the end, however, it is man who naturally makes the decisions.
This complementarity between man and technology will allow the implementation of more efficient customer relations services. Always in search of customer satisfaction.