Keynote ITB Berlin - Getting ready for the Future of Conversational AI in Hospitality

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Next Level Guest Communication. This Keynote by Olga Heuser (Co-Founder & CEO of DialogShift) is about the future of guest communication in travel and hospitality. What is the state of chatbots now and where are we headed? How will AI transform the way we interact with guests and customers?

Travel

Next Level Guest Communication
Getting ready for the Future of Conversational AI in Hospitality
Olga Heuser
Co-Founder & CEO, DialogShift

The Past - The evolution of Conversational AI
The Present - The state of bots in hospitality
The Future - Where are we headed?

The evolution of
Conversational AI
Mother of chatbots

The evolution of
Conversational AI
Chatbots & Voice Assistants

2007 20141970s/80s 1990s
Graphical Touch Conversational VoiceCommand
2016
The evolution of Interfaces

The evolution of Interfaces
From expert to intuitive interactions
Expert Novice Novice ++

What is
Conversational
AI?
Conversational /
Voice Interface
Natural Language
Processing (NLP)
Natural Language
Understanding (NLU)
+

Shift in
Communication
Daily active users in Germany
Nov 2019
Source: MessengerPeople 2020, Weltweite Nutzer-Statistik Messenger Apps

Source: Goolge (English results only, includes SpecAugment results), Apr 2019
8,5%
6,8%
6,1%
4,9%
2,6%
Oct 2016 Apr 2019May 2017Dec 2016July 2016
Google Speech Recognition Word Error Rate
… and maturing technology

Online chat, operated by human agents or automated with chatbots is the preferred communication channel among eCommerce shoppers
Source: Tidio, Top Chatbot Trends And Statistics in 2019
43,18 %
39,61 %
26,95 %
18,18 %
10,39 %
When purchasing online Website Chat is the preferred
way of communication

Source: American Marketing Association 2016
43,18 %
39,61 %
26,95 %
18,18 %
10,9 %
Impact on the conversion rate
Customers who use
website chat are
3X
more likely to buy

Source: Tidio, Top Chatbot Trends And Statistics in 2019
Customers are inclined to use chatbots and the
adoption is growing
71,30 % 71,33 %
64,25 %

The Present -
The state of
bots in
hospitality

Changing Customer Behavior & Expectations
1. Shift in communication channels
2. Instant & convenient interactions
3. Direct & personal interactions
Implications for
Hospitality

Source: DialogShift
Website Chat on the hotel website

What do users ask on the hotel website?
Coﬀee Fellows
Hotel Dortmund
Hotel Allegra Lodge Zurich,
welcome hotels
F&B 5 %
Hotel infos 39,1 %
Booking 55,9 %
Activities 0,8 %
Wellness 6,9 %
F&B 8,6 %
Hotel infos 33,2 %
Booking 50,3 %

Success stories
15-33 %
IBE conversion of
website chat
9 group bookings in 6 weeks
7213,50 €
80 %
average automation rate

1 Make booking easy
Opportunities
Increase website conversion and direct
bookings
Easy access to information and
services
~80 % automation of incoming requests
2 Increase guest engagement
and satisfaction
3 Reduce reception workload

It’s here to stay
Expert Novice Novice ++

1. Chatbots work best together with humansLearnings
2. Don’t let customers pay for communication
3. Don’t get too crazy about multi-channel
4. Chatbots don’t need to be too chatty - mix
of conversational and graphical elements

Henn-na Hotel, Japan
The Future - Where are we headed?

Robots
Robot Pepper by SoftBank Robotics

Humanoid Robots
Robot Sophia by Hanson Robotics

Marriott International IoT Guestroom
Conversational experiences across devices

Olga Heuser
Co-Founder & CEO
olga.heuser@dialogshift.com
https://www.dialogshift.com
linkedin.com/in/olga-heuser
Winner
Hotel Technology
Forum Zürich 2019
Thank you!
* Berlin Ambassador Chatbot Summit - The world’s leading chatbot conference & professional network

1. Messaging apps have over 2.5 billion users worldwide and are growing rapidly in adoption. Guests are increasingly willing to communicate with hotels using messaging. 2. Messaging allows hotels to quickly solve guest problems and issues during their stay, improving satisfaction. It also enables status updates and preemptive communication. 3. Integrating messaging with voice assistants and live chat provides new opportunities for natural guest-hotel interactions. Hotels should start using messaging tools to enhance the guest experience.

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How To Change A Name On American Airlines Ticket.pptx

edqour001namechange

You can easily change/correct a name on your flight ticket under the American Airlines name change policy. The airline provides multiple online and offline modes to place a name change request. To learn more about how to change a name on American Airlines ticket, you can directly approach the airline’s customer support. Moreover, you can connect with a flight expert at +1-866-738-0741 for quick assistance.

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Keynote ITB Berlin - Getting ready for the Future of Conversational AI in Hospitality

1. Next Level Guest Communication Getting ready for the Future of Conversational AI in Hospitality Olga Heuser Co-Founder & CEO, DialogShift

2. Image or GIF The Raven Hotel / AI Poe

3. The Past - The evolution of Conversational AI The Present - The state of bots in hospitality The Future - Where are we headed?

4. The evolution of Conversational AI Mother of chatbots

5. The evolution of Conversational AI Chatbots & Voice Assistants

6. 2007 20141970s/80s 1990s Graphical Touch Conversational VoiceCommand 2016 The evolution of Interfaces

7. The evolution of Interfaces From expert to intuitive interactions Expert Novice Novice ++

8. What is Conversational AI? Conversational / Voice Interface Natural Language Processing (NLP) Natural Language Understanding (NLU) +

9. Shift in Communication Daily active users in Germany Nov 2019 Source: MessengerPeople 2020, Weltweite Nutzer-Statistik Messenger Apps

10. Source: Goolge (English results only, includes SpecAugment results), Apr 2019 8,5% 6,8% 6,1% 4,9% 2,6% Oct 2016 Apr 2019May 2017Dec 2016July 2016 Google Speech Recognition Word Error Rate … and maturing technology

11. Implications for customer interaction

12. Online chat, operated by human agents or automated with chatbots is the preferred communication channel among eCommerce shoppers Source: Tidio, Top Chatbot Trends And Statistics in 2019 43,18 % 39,61 % 26,95 % 18,18 % 10,39 % When purchasing online Website Chat is the preferred way of communication

13. Source: American Marketing Association 2016 43,18 % 39,61 % 26,95 % 18,18 % 10,9 % Impact on the conversion rate Customers who use website chat are 3X more likely to buy

14. Source: Tidio, Top Chatbot Trends And Statistics in 2019 Customers are inclined to use chatbots and the adoption is growing 71,30 % 71,33 % 64,25 %

15. The Present - The state of bots in hospitality

16. Changing Customer Behavior & Expectations 1. Shift in communication channels 2. Instant & convenient interactions 3. Direct & personal interactions Implications for Hospitality

17. Source: DialogShift Website Chat on the hotel website

18. What do users ask on the hotel website? Coﬀee Fellows Hotel Dortmund Hotel Allegra Lodge Zurich, welcome hotels F&B 5 % Hotel infos 39,1 % Booking 55,9 % Activities 0,8 % Wellness 6,9 % F&B 8,6 % Hotel infos 33,2 % Booking 50,3 %

19. Success stories 15-33 % IBE conversion of website chat 9 group bookings in 6 weeks 7213,50 € 80 % average automation rate

20. Chat function in hotel app or guest app

21. Multi-Channel Communication

22. Voice Assistants in Hotel Rooms

23. 1 Make booking easy Opportunities Increase website conversion and direct bookings Easy access to information and services ~80 % automation of incoming requests 2 Increase guest engagement and satisfaction 3 Reduce reception workload

24. It’s here to stay Expert Novice Novice ++

25. 1. Chatbots work best together with humansLearnings 2. Don’t let customers pay for communication 3. Don’t get too crazy about multi-channel 4. Chatbots don’t need to be too chatty - mix of conversational and graphical elements

26. Henn-na Hotel, Japan The Future - Where are we headed?

27. Robots Robot Pepper by SoftBank Robotics

28. Humanoid Robots Robot Sophia by Hanson Robotics

29. Comprehensive Platforms

30. Marriott International IoT Guestroom Conversational experiences across devices

31. Olga Heuser Co-Founder & CEO olga.heuser@dialogshift.com https://www.dialogshift.com linkedin.com/in/olga-heuser Winner Hotel Technology Forum Zürich 2019 Thank you! * Berlin Ambassador Chatbot Summit - The world’s leading chatbot conference & professional network

Keynote ITB Berlin - Getting ready for the Future of Conversational AI in Hospitality

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