Predavač: Daniel Zelling, opensmjle Konferencija Internet Adria 2018.

1. Hotel Communication 2022
How to use storytelling,
AI & messaging
within travel brands
1

2. Bok. opensmjle.____
2
Daniel Zelling
Founder opensmjle.com
Founder HospitalityIndustry.Club
Founding Partner techtalk.travel

3. The key issues in communication?____
3
LACK OF
Man power
Know-how
Channel Availability
Your story
=
NO CONVERSION!

4. How about storytelling?____
4
"The human brain processes
visuals 60,000x times faster
than text!
90% of the information transmitted to the
brain is visual."
- Mike Parkinson

5. The epic split____
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Source: https://youtu.be/M7FIvfx5J10
Views: 88 Mio views

6. The RedBull Space Jump____
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Source: https://youtu.be/FHtvDA0W34I
Views: 43 Mio views

7. The I’m a Mac, I’m a PC Campaign____
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Source: https://youtu.be/ZwQpPqPKbAw
Views: Multiple channels, TV commercial

8. The AirBnB Belong anywhere vision____
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9. Storytelling Sol by Melia____
9

10. Storytelling Sol by Melia____
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Source: https://youtu.be/uaUh644T0gM
880K views

11. How about AI & messenger?____
11

12. When users turn trend____
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3.6 billion users will be using messaging apps
by end of 2018
AI & hotel bots identified as one of the
top hotel technology trends…
Source: http://www.hotelspeak.com/2016/07/evolution-of-hotel-chatbots/

13. The trend is your friend____
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2015:
• Marriott launches Mobile Requests service as direct chat with staff members
• Henn na Hotel, Japan, introduces robot dinosaur for check-in/out
• Starwood Hotels starts using WhatsApp for direct communication
• Hyatt Hotels testing Facebook Messenger for customer service
2016:
• IBM’s AI software Watson powers a robot concierge, named Connie
• Facebook launches Messenger platform with chatbots at their F8 Conference
• Booking.com soft-launch a chat tool to allow guests to interact with hotels where they hold a reservation
• Skyscanner launches a bot for Facebook Messenger to allow flight booking
• Edwardian Hotels London launches a ‘virtual host’ service, called Edward, to hotel guests at 12 hotels
• Expedia launches bot for Facebook Messenger that helps travellers book hotels
• Hipmunk launches ‘Hello Hipmunk’ bot for Facebook Messenger / Slack, promising to answer more questions than any other AI
• GuestU announces GuestUBot to increase direct bookings and enhance guests’ experience through Facebook Messenger
• Amazon launches Amazon Echo in the UK, widely expected to expand the use of voice search and AI services within the home
• Expedia debuting Alexa ‘skill’ that allows customers to ask Alexa (through Echo) about their existing flight reservations
• Starwood brand, Aloft, unveils “Project Jetson“, a voice-powered virtual assistant that allows you to interact with your room
2017:
• Waylo launches a hotel booking bot available on Facebook Messenger, via SMS and email with Slack / web-app coming soon
• Hipmunk’s chatbot on Facebook Messenger to allow users to invite friends to chat, offering group chatbot sessions
• Quicktext launches AI tool for Facebook messenger, additional channels continuously added
• Ameron Hotels introduces James Facebook Messenger in German
• Marriott tests Echo dots for guests
• Best Western testing echo dot in twelve properties greeting guests on arrival
• Volara installed in 25+ hotels in the US with 400.000+ guests exposed to the solution
• Amadeus’s system lets a guest attending a conference ask an Alexa-powered device for a group event agenda
• booking.com, Trivago and Expedia acquire AI based start-ups
2018:
• booking.com's bot now covers 50% of all support requests within 5 minutes
• KLM launches BB to help people with their flight search, bookings and support requests integrated with LIVE data
• Quicktext’s hotel bot now integrated with several booking engines, ORM solutions and further services
Sources: https://skift.com/2017/11/30/amazon-wants-more-hotels-using-alexa-voice-powered-services/
http://www.hotelspeak.com/2016/07/evolution-of-hotel-chatbots/

14. Meet Patrick’s new friend from Schiphol____
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15. Meet BB - KLM’s service bot____
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Source: https://youtu.be/TpMLaRgrmr4
5K views

16. Meet BB - KLM’s service bot____
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17. Meet the booking.com assistant____
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Source:https://youtu.be/LNuTEV-AnGY
1.3K views

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With +1 Mio. queries so far the bot resolves 50% of the
thousands of daily support queries within 5 minutes.
Up from 30% in December when launching the bot.
Meet the booking.com assistant____
Sources: https://venturebeat.com/2018/04/10/booking-com-boasts-more-listings-than-airbnb-and-its-ai-bot-is-rocking/
https://globalnews.booking.com/bookingcom-expands-global-access-to-the-booking-assistant

19. Meet Zoe - hotel chatbot & AI____
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Source: http://demo.quicktext.im/zoe2/

20. How about voice?____
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Source: https://youtu.be/ATUhUDaE2hE
2.5K views

21. Meet roompad____
21

22. Meet GetSmartHotel.com____
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23. Why act now? Remember?____
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Free-up man power
Create Know-how, Channel Availability
+
Find your story
+
OTAs will educate the market
=
Stay relevant & convert

24. Let’s do this! Puno hvala. Bok!____
24
Daniel Zelling
hej@opensmjle.com
daniel@hospitalityindustry.club
opensmjle.com
hospitalityindustry.club
techtalk.travel
Cologne | Germany