AI Customer Experience (CX)

What is AI Customer Experience (CX)?

AI Customer Experience (CX) refers to the use of artificial intelligence to enhance the way customers interact with a brand or service. In the hotel and catering industry, this involves applying AI to personalise guest experiences, automate services, anticipate customer needs, and facilitate communication through multiple channels such as chat, voice, and email. AI-driven Customer Experience (CX) seeks to make every guest interaction more efficient, seamless, and tailored to individual preferences.

This is how AI Customer Experience (CX) works in hotels.

Hotels use AI to analyse guest data, automate routine interactions, and provide real-time support. For example, in-room voice assistants, AI-powered chatbots for reservations or guest inquiries, and recommendation systems that propose upgrades or local experiences. AI CX platforms can integrate with a hotel's PMS (Property Management System) or CRM to generate contextually appropriate responses, such as recalling guest preferences or anticipating their needs before arrival.

The key advantages include:

• Personalisation: Delivers tailored offers and experiences based on each customer’s profile and behaviour.
• Operational Efficiency: Automates repetitive processes, allowing staff to concentrate on higher-value tasks.
• Consistency: Ensures service quality remains uniform across all times, languages, and communication channels.
• Data-Driven Insights: Gathers and interprets customer feedback to support continuous improvement.

How Viqal Relates

Viqal applies artificial intelligence to elevate the customer experience within hotels. It enables natural communication between guests and staff, automates service management, and integrates seamlessly with PMS systems. Viqal empowers hotels to deliver personalised, efficient experiences that enhance guest satisfaction and overall performance.

‍