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Conversational AI

Conversational AI

What is Conversational AI?

Conversational AI is a branch of artificial intelligence designed to communicate with people naturally through speech or text. These systems rely on technologies such as natural language processing (NLP), machine learning, and speech recognition to interpret, process, and respond to user input. Within the hotel industry, conversational AI powers chatbots, virtual concierges, and voice assistants that facilitate seamless communication between guests and hotel services.

This is how conversational AI works in hotels.

Conversational AI integrates with hotel systems such as PMS, CRM, and service management platforms to automate guest communication. It enables guests to submit requests, ask questions, or receive recommendations via voice or chat through mobile apps, in-room devices, or messaging platforms. The AI analyses guest intent, retrieves the relevant information, and delivers immediate responses. It can also manage more complex interactions by escalating them to staff when necessary, ensuring efficient service while maintaining a personalised experience.

The key advantages include:

  • 24/7 Availability: Guests can receive assistance at any time, without waiting for staff support.
  • Operational Efficiency: Automates repetitive requests, reducing staff workload and improving productivity.
  • Personalisation: Recognises returning guests and adapts responses based on previous interactions and preferences.
  • Consistency: Maintains a unified tone and service quality across all communication channels.

How Viqal Relates

Viqal specialises in conversational AI solutions for the hospitality sector. Its advanced voice and chat assistants enable guests to interact naturally with hotel services, such as ordering amenities or booking spa appointments. Viqal’s platform integrates seamlessly with PMS and other hotel systems, automating operational workflows while capturing valuable behavioural and service data. This information empowers hotels to continuously improve performance and enhance overall guest satisfaction.

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FAQ
How does conversational AI differ from chatbots?
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Other Key Terms

Cloud-Based Hotel Software

Cloud-based hotel software is a Property Management System (PMS) or a set of hotel tools hosted on remote servers and accessed via the internet.It means that hotels no longer need to install or maintain local software, which provides greater flexibility. This allows hotels to manage reservations, check-ins, billing, and reporting from any device with an internet connection.

POS System (Point of Sale in Hotels)

A POS system in hotels is software that records and manages all financial transactions within the hotel. This includes things like room service orders, minibar charges, late check-out fees, and meeting room rentals. It processes payments, tracks revenue, and communicates directly with the Property Management System (PMS) for accurate billing.

Multichannel Communication

Multichannel communication is the use of multiple media channels to interact with guests. In hotels, this includes phone, email, text, chat apps (like WhatsApp), social media, and in-room messaging.The aim is to provide smooth, consistent communication across all channels so guests can choose their preferred method of contact.

Data Security in Hospitality

Data security in the hotel industry means protecting guest and operational data from unauthorised access, breaches, or misuse. It includes all the policies, technologies, and operational practices designed to keep personal data safe within hotel systems.This data can include guest names, payment details, contact information, and booking histories.