World Panel
Viewpoint10 June 2019

Artificial Intelligence… Where could and should AI be adopted in our industry?

Information Technology

— 15 experts shared their view

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This viewpoint was created by
Henri Roelings, Founder & CEO at Hospitality Net
This viewpoint is brought to you by HITEC Dallas 2021
Hitec Dallas
Gregg Hopkins
Senior Managing Director at PROVision Partners

In my 30+ years in the travel and hospitality technology sector I've not seen anything with the promise of revolutionizing the guest experience quite like natural language processing - the technology behind popular voice assistants like Amazon's Alexa, Google Assistant, and IBM Watson, among others. Like other popular consumer technologies, voice assistants require a technology overlay to achieve the business objectives of hoteliers and meet the demands of complex integrated hotel environments.

There are four primary challenges facing hotel technology decision makers considering voice technologies:

  1. Protecting Guest Privacy in the face of a live microphone
  2. Securely Integrating Existing Technologies while Protecting Proprietary Data Assets
  3. Improving the Accuracy of Voice-Based Interactions as the failure rates in homes just won't meet the high bar of the hospitality industry
  4. Flexibly Managing Multiple Natural Language Processing Platforms Across a Global Portfolio while Maintaining Brand Consistency

The major voice technology platforms differentiate themselves based on price, language, data sharing, data protection, and customizability, among other features. Be sure you select the voice technologies best suited for each of your individual properties while managing all from a single easy to use cloud-based conversation management tool. Ensuring that you are using voice technologies to meet your business objectives - whether driving more efficient guest service, influencing your guests' behavior, improving net promoter scores or understanding your guests better - without being beholden to any single provider of natural language processing technology. 

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