Artificial Intelligence… Where could and should AI be adopted in our industry?
— 15 experts shared their view
Artificial intelligence is rapidly moving from the laboratory and into business and consumer applications. The result is a fundamental shift in how software is built, and what it's capable of doing. And while we're still a way off from the artificial general intelligence portrayed in the movies, artificial narrow intelligence is a reality that's already powering some of the most successful technology businesses today, including Amazon, Facebook, Google and Apple.
So… Which areas of the hospitality industry are and will be most suited to implement AI and why? What's your take?
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:
- Protecting Guest Privacy in the face of a live microphone
- Securely Integrating Existing Technologies while Protecting Proprietary Data Assets
- Improving the Accuracy of Voice-Based Interactions as the failure rates in homes just won't meet the high bar of the hospitality industry
- 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.