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Does Hospitality Go AI

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Delivered at 'Buy Tourism Online' in Florence in March 2019 this talk explores the lessons learned in delivering voice experiences in hotels and where we are in the adoption of these services. Full narrative available here: https://www.sayitnow.ai/news/2019/3/22/4-years-with-alexa-lessons-learned-in-hospitality

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Does Hospitality Go AI

  1. 1. DOES HOSPITALITY GO AI? LESSONS LEARNED FROM EARLY ADOPTERS
  2. 2. Marriott - Hotel Concierce 2 @charlescadbury @sayitnow_ai
  3. 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
  4. 4. 4@charlescadbury @charlescadbury @sayitnow_ai
  5. 5. 5@charlescadbury Gartner Hype Cycle 2016 Natural Language Question Answering
  6. 6. 6 @charlescadbury @sayitnow_ai Amazon makes its move June 2018
  7. 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. 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. 9. 9 ‘Billion user club’ driving immediacy culture @charlescadbury
  10. 10. 10 Your assistant Always With You @charlescadbury
  11. 11. 11 2019 - 3.9 Billion Messaging Users Messaging tipping point >50% global population (2019 - 7.79bn) @charlescadbury @sayitnow_ai
  12. 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. 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. 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. 15. This is where your customers want to reach you, do you have a compelling presence in messaging environments? 15
  16. 16. 16@charlescadbury Gartner Hype Cycle 2017 Source: Gartner 2017
  17. 17. What questions do you have? charlie@sayitnow.ai www.sayitnow.ai

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