Alexa Echo

Checking-In with Voice

Hosp-1024x683.png

Photo Source:

Geek Wire

Voice in Hospitality

Just this past October, the Marriott Group welcomed its first Alexa in guest rooms in North Carolina. However, this isn’t the first time Alexa has been in hotels. In 2016, Wynn Resorts installed over 5,000 Alexas in their rooms.

In June, Amazon launched Alexa for Hospitality. With the help of Alexa, guests can ask her questions, such as:

  • Alexa, order room service.

  • Alexa, order one more towel.

  • Alexa, turn on the TV.

  • Alexa, book a spa appointment.

  • Alexa, help me check out.

This simple integration of Alexa into existing services and amenities can bring guests’ experiences to a new level. Now, guests will even be able to connect their Amazon account to their hotel room’s Alexa and will disconnect once they check-out.

Now, it’s not just Amazon and Alexa taking over the hospitality voice market. Recently, a provider of digital guestbooks for private accommodations, Hostfully, partnered with Virtual Concierge Service to integrate Hostfully’s guidebooks into voice assistants.

Property managers are also using voice applications. For example, property managers are buying smart kits and installing them into their lighting controls synced to voice. Some property managers have even recorded their own personal recommendations to guests. It’s all about the ease of communication between guests and property managers. These are just some of the many ways voice assistants are innovating the hospitality business.

Voice Special Capabilities in Hospitality

The Alexa for Hospitality system is a tool itself where hotels can update information, enable skills, adjust settings, and even track usage. It will even allow hoteliers to measure guest engagement through analytics and reporting.

There are many other opportunities for hotels to capitalize on Voice products. PhocusWire outlined a few in a recent article:

  • Total revenue per available room

  • Average daily rate

  • Net promoter scores

  • Labor cost as a percentage of sales

One specific example includes a company developing a speaker skill that can integrate a hotel’s

revenue management system which makes for hotels to tap into the data they need, but using simple and recognizable voice commands. Because of voice technology, hoteliers can access their data anywhere.

Innovators in Voice

Right now is the perfect opportunity to jump integrate voice into your hospitality business. We’re here to help enhance your guests’ experiences. Here at Bluefin, we can customize your guest’s experiences by building you a custom voice application. Don’t be the last one to check-in, call us now!

Serving Your Customer Through Voice

Customer Service in the Voice Age Customer engagement, brand loyalty, and customer retention are all rewards for having outstanding customer service. With long waiting times, waiting on hold is a customer’s worst nightmare.

In this age, technology is being used to improve their customer experience. From cutting down wait time to understanding a caller’s intent better, voice is bettering a customer’s journey. Being customer-centric is essential for any company. So how can voice bring your customer service to the top?

Amazon Chat Bots

Last year, Amazon delivered Amazon Chat Bots. Amazon’s Lex allows companies to create intelligent conversational chatbots. These chatbots are able to recognize human speech and can understand the caller’s intent - thus, minimizing the need to speak in specific phrases. Without even talking with an agent, a caller can change their password, request a balance on an account, and even schedule an appointment through these chatbots.

Maximizing Voice in Customer Service

Now, speech recognition software is used in call centers to handle incoming customer calls. Instead of pushing a button to answer a question, the customer interacts with the system by speaking instead. With speech recognition software, companies can route callers to many different services during a call based on answers.

Now with AI technology, companies are using AI voice services through:

  • Automating call types and chats, meaning routing to order status, payment, reservations, and return services easier
  • Gathering data before talking to a live agent
  • Conducting outbound calls and texts to remind or alert customers.

Voice will significantly cut down those pesky wait call lines and improve customer morale. Contact us to learn how you can integrate voice into your customer service.

Sources:

https://aws.amazon.com/chatbots-in-call-centers/

https://searchcrm.techtarget.com/report/Leveraging-speech-recognition-technology-in-call-centers

Photo Source: https://www.getcontactnumber.com/computer-hardware/echo-alexa-customer-service/