An AI virtual assistant called AIVA is described that can be used to enhance customer service and marketing in hospitality businesses. AIVA uses natural language processing to understand user requests and either provide information or carry out tasks like making reservations. It can interact with customers at all stages from awareness to purchase to retention. Specifically, AIVA can welcome guests, provide information before and during stays, take orders, suggest local attractions, and act as a virtual personal shopper. The goal is to improve customer satisfaction while reducing operating costs.

1. VIRTUAL ASSISTANT
HOSPITALITY BUSINESSES
AI powered

2. What is an AIVA ?
AI POWERED VIRTUAL ASSISTANT
It is a service that is able to process user intent
expressed in natural language and autonomously
provide information and/or carry out actions
accordingly.

3. Applications
An Artificial Intelligence Virtual Assistant (AIVA)
is able to interact with the customers in any
stage of the marketing funnel, from awarness
to decision, facilitate the customer’s
purchasing process, provide in facility
assistance, gathering intentional and context
excracted customer feedback and promote
customer retention.

4. Marketing
The AIVA is able to interact with potential
customers in natural language, gather their needs,
and offer the best possible solutions,
autonomously answering most of the user
inquiries, and sending to a human assistant the
ones it is not able to handle.
It is also able able to provide help during the
purchasing procedure, and, if required, it is able to
offer and sell additional services.

5. Customer Care
Before, during and after the stay, guests and any
person interested in the offer of the group can in
any moment ask questions or receive
clarifications and information from the AIVA,
eliminating waiting time, increasing customer
satisfaction and optimizing customer assistance
personnel costs.

6. Customer Reception
● The system, integrated with digital totems,
can welcome guests, verify the booking,
scan their documents, deliver card keys , or
write the smartphone NFC for it ot be able to
open room’s doors (mechanical device
needed)
● The system is also able to help guests to
reach the desired locations within the hotel
facilities.

7. Orders & Bookings
Hotel guests can vocally interact with the AIVA
and:
Order room service, order items in the pool area
or any other area (if allowed), book any hotel
service or activity, order lunch/dinner at the
restaurant, request the help of a waiter/floor
personnel.

8. Fruition Channels
An AIVA can be made available:
● On the company/hotel website
● On user’s smartphones (Web and APP,
also in virtual reality)
● On digital totems
● On any kind of touchscreen digital
signage device
● Through other digital assistants (Google,
Alexa, …)

9. Info on Local Businesses
and Attractions
The AIVA is able to suggest guests places to eat
or shop in according to their preferences, as well
as visiting itineraries, that can be sent to their
smartphones, instead of being written on paper
maps.
testo fumetto 1, itinerario
turistico numero 1, testo 1 testo fumetto 2, itinerario
turistico numero 2, testo 2
testo fumetto 3, itinerario
turistico numero 3, testo 3

10. Virtual Personal Shopper
The AIVA can be used as personal shopper, both
in autonomy and with the support of a human
assistant that can be of help to multiple shoppers.
Guests can also download Coupons that can be
redeemed by guests in physical businesses.
Partnerships
Hotels could create partnerships with trusted
local businesses to ensure that guests live the
best possible experience