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DOES HOSPITALITY GO AI?
LESSONS LEARNED FROM EARLY ADOPTERS
Marriott - Hotel Concierce
2
@charlescadbury
@sayitnow_ai
3
1. What
a. In room Alexa powered concierge
i. Out of room messenger concierge
2. Why
a. Commoditisation of hotel market
b. Information about guests needs
c. Relevant presence on digital channel
3. Benefits
a. Lead by Marketing team, this was cheap PR & Brand positioning
i. Talking to a rising affluent millennial demographic, putting Marriott in
their radar
b. Ability to sell extra services through a digital channel (taxi’s excursions etc.)
c. Experience you cannot replicate at home (or at Air BNB)
i. TV
ii. Concierge
@charlescadbury
@sayitnow_ai
Marriott - Hotel Concierge
4@charlescadbury
@charlescadbury
@sayitnow_ai
5@charlescadbury
Gartner Hype Cycle 2016
Natural Language
Question
Answering
6
@charlescadbury
@sayitnow_ai
Amazon makes its move
June 2018
7
@charlescadbury
@sayitnow_ai
So why is this not in all hotels?
Challenges
1. Integrating with existing infrastructure
a. Loyalty
b. Personal data & GDPR
c. Smart room
2. Every location is unique
3. Customer readiness
8
@charlescadbury
@sayitnow_ai
We always
overestimate the
change that will
occur in the next
two years and
underestimate
the change that
will occur in the
next ten. Don't
let yourself be
lulled into
inaction -
Bill Gates
9
‘Billion user
club’ driving
immediacy
culture
@charlescadbury
10
Your assistant
Always With You
@charlescadbury
11
2019 - 3.9 Billion Messaging Users
Messaging
tipping point
>50% global
population
(2019 - 7.79bn)
@charlescadbury
@sayitnow_ai
The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai
This is where your customers want to reach you, do
you have a compelling presence in messaging
environments?
15
16@charlescadbury
Gartner Hype Cycle 2017
Source: Gartner 2017
What questions do you have?
charlie@sayitnow.ai
www.sayitnow.ai
Does Hospitality Go AI

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Does Hospitality Go AI

  • 1. DOES HOSPITALITY GO AI? LESSONS LEARNED FROM EARLY ADOPTERS
  • 2. Marriott - Hotel Concierce 2 @charlescadbury @sayitnow_ai
  • 3. 3 1. What a. In room Alexa powered concierge i. Out of room messenger concierge 2. Why a. Commoditisation of hotel market b. Information about guests needs c. Relevant presence on digital channel 3. Benefits a. Lead by Marketing team, this was cheap PR & Brand positioning i. Talking to a rising affluent millennial demographic, putting Marriott in their radar b. Ability to sell extra services through a digital channel (taxi’s excursions etc.) c. Experience you cannot replicate at home (or at Air BNB) i. TV ii. Concierge @charlescadbury @sayitnow_ai Marriott - Hotel Concierge
  • 5. 5@charlescadbury Gartner Hype Cycle 2016 Natural Language Question Answering
  • 7. 7 @charlescadbury @sayitnow_ai So why is this not in all hotels? Challenges 1. Integrating with existing infrastructure a. Loyalty b. Personal data & GDPR c. Smart room 2. Every location is unique 3. Customer readiness
  • 8. 8 @charlescadbury @sayitnow_ai We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten. Don't let yourself be lulled into inaction - Bill Gates
  • 10. 10 Your assistant Always With You @charlescadbury
  • 11. 11 2019 - 3.9 Billion Messaging Users Messaging tipping point >50% global population (2019 - 7.79bn) @charlescadbury @sayitnow_ai
  • 12. The path to Conversational Commerce 3 important steps 1. Trust Customers need to trust that they can ask questions and immediately get back the correct results. 2. Personalisation Each engagement allows you to learn a little more about your customer and then deliver ever more tailored responses. Over time you will automatically communicate with each customer uniquely. This increases trust and relevance. 3. Activation Once you have an engaged customer, communicating with your brand through a trusted, personalised, channel they are more likely to positively respond to outbound offers and and conversion rates will increase. @charlescadbury @charlescadbury @sayitnow_ai
  • 13. The path to Conversational Commerce 3 important steps 1. Trust Customers need to trust that they can ask questions and immediately get back the correct results. 1. Personalisation Each engagement allows you to learn a little more about your customer and then deliver ever more tailored responses. Over time you will automatically communicate with each customer uniquely. This increases trust and relevance. 1. Activation Once you have an engaged customer, communicating with your brand through a trusted, personalised, channel they are more likely to positively respond to outbound offers and and conversion rates will increase. @charlescadbury @charlescadbury @sayitnow_ai
  • 14. The path to Conversational Commerce 3 important steps 1. Trust Customers need to trust that they can ask questions and immediately get back the correct results. 1. Personalisation Each engagement allows you to learn a little more about your customer and then deliver ever more tailored responses. Over time you will automatically communicate with each customer uniquely. This increases trust and relevance. 1. Activation Once you have an engaged customer, communicating with your brand through a trusted, personalised, channel they are more likely to positively respond to outbound offers and and conversion rates will increase. @charlescadbury @charlescadbury @sayitnow_ai
  • 15. This is where your customers want to reach you, do you have a compelling presence in messaging environments? 15
  • 16. 16@charlescadbury Gartner Hype Cycle 2017 Source: Gartner 2017
  • 17. What questions do you have? charlie@sayitnow.ai www.sayitnow.ai