A hotel chatbot is basically your guest’s new best friend — ready to answer questions or handle requests any time of the day.
It is an AI tool that talks to guests through text or voice. It can answer questions, handle requests and automate routine interactions. It can be used on websites, messaging apps, or in-room devices, and it's there to help 24/7. Hotel chatbots can be rule-based (they give scripted responses) or AI-powered (they understand and respond to free-text input using natural language processing).
From booking a room to asking for extra towels, it’s like texting the front desk and getting an instant reply.
Chatbots are computer programs that can chat with guests of hotels before, during and after a stay. Before you arrive, they can help with booking, room upgrades, or answering any questions you might have. During your stay, they will handle any service requests (e.g. extra towels, room service, late check-out) and provide local recommendations. After you leave, they collect feedback or promote loyalty programmes.
Hotel chatbots connect to the hotel's PMS (Property Management System) and other software. This means they can update reservations, send staff notifications or register service tickets automatically.
Viqal's conversational AI functions as a hotel chatbot that works with PMS and service management systems. It lets guests talk to staff using voice or text, ask for things, get information, and be encouraged to buy more stuff. At the same time, it lets staff keep control of the conversation.
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