Hotels are often at the forefront of technological advancements because being able to offer high-end and innovative amenities to their guest helps them stand out from competitors. There are all sorts of new technologies that can help hotels, ranging from mobile payments to hotel apps. However, most hotels agree that one specific type of technology is the most promising.
A study from the UNLV Harrah College of Hospitality interviewed several different hotel types to talk about what sort of technology would help them the most. Almost 80 percent of all respondents said that the thing they looked forward to the most was voice-enabled technology. This type of technology is so interesting to hotels because guests can potentially use a simple voice command to control everything from meal orders to room lighting.
The study identified that artificial intelligence was the key to making this dream a reality. AI-based software can learn through repeated exposure to human voices, allowing it to better recognize various accents and tones, discern what the guest is trying to ask for and find an appropriate response.
Using AI-enhanced voice technology provides help for hotels in many ways. The ability to use this technology at phones and reception desks can free up staff to focus on other requests. Since so many hotel guests use Google Home or Alexa devices already, having something similar at hotels ensures that guests get the level of comfort they could expect from their own home. Finally, voice-based technology allows hotels to provide services on demand at all times of day, making them stand out as a more luxurious and helpful option.
The challenges of bringing AI-based voice tech to hotels is primarily in the implementation of such a big change to how hotels are run. Companies will need a real-time, cloud-based conversation management tool that lets the monitor and satisfy guest requests while ensuring that guest information is kept private. Depending on the type of tech used, the voice-based hub may need to be integrated with other software and devices. This means that it may still be a few years before all hotels roll out this type of tech, but many hotels are already beginning to set up basic versions.