Is AI going to replace humans in hospitality support?
Thousands of hotels are in question about Artificial Intelligence (AI) takeover. Is it really the future of hospitality? The hospitality industry is witnessing a shift in focus from humans to technology. With the rise of Artificial Intelligence (AI) and other automated services, hoteliers are having to adapt their businesses to stay ahead of the curve.
AI promises a range of benefits for hotels, such as improved customer experience, increased efficiency, and cost savings. However, there are still some concerns about how far AI will take over the hospitality industry.
The use of Artificial Intelligence (AI) on hotel help desks is disrupting the way hoteliers are managing customer service. AI can provide a personalised and automated solution to many of their needs, reducing costs, increasing revenue and enhancing the human experience.
What benefits can hoteliers see when implementing AI
AI-enabled help desks can automate mundane tasks like answering FAQs or providing basic information about amenities in the hotel. AI-powered chatbots and the widespread adoption of services like Chat GPT and automated responses can take over some of the more mundane tasks that come with managing a hotel, such as responding to basic inquiries from customers, room service or handling booking queries.
This frees up staff to spend more time dealing with in-depth guest needs, making sure they have an exceptional experience at all times. AI also provides insightful customer information as it can capture individual preferences and staff can tailor its interactions accordingly.
Other benefits include increased efficiency as AI-driven solutions are capable of dealing with multiple customers simultaneously without sacrificing quality, cost savings as AI can reduce the need for customer service staff, and improved customer satisfaction as AI is available 24/7 and is can be more accurate in providing answers to certain queries.
“AI is only as clever as the data we input”
However, there are some drawbacks to using AI on hotel help desks and other services. As the technology is still relatively new, it often requires a lot of tweaking and debugging to make sure that it performs optimally. Additionally, while AI can provide automated responses to many queries, hoteliers must ensure that they are properly trained in order to handle inquiries that require a more complex solution or need a "human" touch.
“AI's potential to transform hospitality is immense – from automated check-ins to personalised experiences for guests.”
Automated Check in with Hoteza
Deploying an AI-based system also requires significant investments upfront which may not be feasible for all types of businesses. While this technology is convenient for some guests, it can be daunting for other guests who are not as tech savvy and others would prefer a more personal human approach.
After all, it's not quite the same as getting help from a real person who can give you advice on what to do in the city or answer questions about amenities. It's also nice to be able to put a face with your interactions rather than relying solely on technology. A smile can go a long way.
Ultimately, hoteliers need to understand that there is still an important place for human interaction in their businesses if they want all of their guests – tech savvy or not – to feel welcome and taken care of during their stay. In the end, hoteliers should recognise that a balance of artificial intelligence and human interaction is essential in providing guests with a great experience.
Whether they offer technology-driven solutions such as automated check-ins or have staff available to help their guests with any needs or questions they may have, hotels need to ensure that their guests can get a blended approach.
With a blend of human and AI, hoteliers can make sure all of their guests feel comfortable and taken care of during their stay.
How long will it take before we start to see widespread adoption of AI in the hospitality sector?
The answer depends on several factors, including the technology itself and how quickly hoteliers embrace it. We know that AI has been around for decades, but its use as a tool to improve customer service and operations in hotels is still relatively new. Furthermore, AI requires significant investment both in terms of money and resources – something that may be difficult for some hotels to commit to at this stage.
That being said, there are a number of hospitality-focused AI initiatives already in development. As hotels become more comfortable with implementing new technology, we can expect the pace of change to accelerate over time.
Ultimately, it's impossible to know exactly when AI will take over the hospitality industry – but it's safe to say that this transformation is already underway. Choosing one human interacted vendor for all admin IT related queries is a much wiser choice than relying on artificial intelligence.
Why humans are still the best solution
An expert human interacted vendor is more reliable and can provide better technical advice, once they are trained correctly. They also understand the specific needs of their customers better and are able to respond quickly to requests.
At Siemlus we believe in a blended approach. While AI may be able to automate many tasks to improve our efficiency, it lacks the understanding of what a complex customer requires from a service provider.
A human-interacted vendor understands the customer’s individual requirements and can tailor their support accordingly. This ensures that any problems or issues are addressed in the most efficient way possible. AI can speed up this process, but building a customer relationship with an AI is still a long way off.
At Siemlus we blend our approach to ensure having a human point of contact as one single provider allows for fewer errors, as there will be less confusion between multiple providers when dealing with different systems or processes. In the end, our clients reap a greater return on investment when they make use of one human interacted vendor for all their admin IT related queries.
Introducing Siemlus connect a one of a kind service for your property. A first-line technology support desk that takes away all your headaches of IT and Technology problems.
By using the Siemlus Connect approach, hoteliers will have more confidence in the services that they are receiving and be able to better manage their business without worrying about any technical glitches. AI can solve issues but our human team is always there adding that layer of trust and knowledge when technology fails.
Our efficient processes allows them to focus on providing superior customer service and delivering an overall excellent hospitality experience. Ultimately, when it comes to admin IT related queries, sticking with one high-quality provider is essential for the success of any hotelier’s operations.
Siemlus Connect offers a technology support management solution that gives clients one support partner to manage all technology solutions globally across their properties. This is supported by our 24x7x365 support help-desk and on-the-ground engineering teams to provide an all-inclusive solution for your hotel infrastructure needs.
Everything is taken care of by one master SLA under Siemlus Connect to give clients one point of contact and peace of mind. A 24 hours, seven days a week, support ecosystem.
One SLA for all - Siemlus provides one comprehensive service-level agreement (SLA) across all vendors to ensure that clients receive the highest quality technology experience. This SLA covers items such as availability of services, response times and customer support, so users are guaranteed industry standard compliance. Plus, with 24/7 customer support available 7 days a week – you can be sure your needs will always be taken care of!
Cost saving - By using one technology provider for all their needs, hotel owners can enjoy substantial cost savings in both setup and upkeep of the systems. Siemlus is designed to accommodate your property's growth seamlessly so that you never have to compromise on quality or guest experience when expanding. With an economy of scale like this, hotels are sure to reap immense benefits along with peace of mind!
One point of contact - Siemlus delivers an integrated experience that allows clients to have one point of contact for all their hospitality technology requirements. This expedites communication and makes it simpler to maintain the intricate system needed for a smooth guest experience.
Ongoing expertise and counsel - Siemlus' veteran team of professionals are there to offer their invaluable knowledge and guidance so that your hospitality technology remains running at its prime. Whenever you experience any hitches or technical difficulties, the experts are readily accessible and willing to provide exceptional service quality without fail.
Integration and partnerships - Siemlus is committed to providing customers with a comprehensive experience and integrates multiple technologies into one unified service. Additionally, through their strategic alliances with leading technology providers, they can provide clients access to the latest innovations in technological advancements.
The approach starts with technology IT support through Siemlus Connect, but supported by their technology engineers and integrations team. Making the impossible feel Siemlus.
Conclusion
Overall, AI on hotel helpdesks can be a powerful tool for improving customer service and enhancing the human experience. With its ability to automate mundane tasks, provide 24/7 access to customers, and capture individual preferences, it may just be the solution that hoteliers have been looking for.
That said, hoteliers should carefully consider both the pros and cons of incorporating AI into their operations before making any decisions. Ultimately, hotels should strive to find a balance between offering technology-driven solutions and maintaining good old-fashioned human interaction in order to create an experience that's tailored to every guest.
This way, all guests can feel comfortable and taken care of at the same time, no matter what their needs or preferences may be. Speak to the Siemlus team on hello@siemlus.com or reach out on Linkedin to discuss our Siemlus Connect service.