Why AI texting will step up your guest communications
It’s common for each of us to be on our phones all day, every day. And text messaging has become our go-to method for connecting with others. Texting is good not only for communicating with our loved ones, but also for business purposes, such as touching base with colleagues and clients.
Messaging can (and should!) also be used by hoteliers, and AI texting is a great option. By leveraging artificial intelligence, AI texting allows guests to interact with technology as they would with humans.
Best of all, AI texting is automated. Hoteliers don’t have to worry about having dedicated staff to support this communication channel. Still not convinced? Read more to learn how AI texting will step up your guest communications.
How AI texting works
If you’re not familiar with AI texting, we’re here to get you started. AI texting allows guests to have more control over their experiences by having contactless and instant communication that can help them get their questions answered in no time. For example, Revinate’s text messaging solution, Ivy, can act as a concierge to support your guests anytime.
With a solution like this, you can easily set up templates that are suitable to answer the most common questions that cover a wide range of topics, such as happy hour, air conditioning, airport, complaints, and more. Many responses can easily be set up with the help of your employees by using Ivy’s Smart Responses. Remember to ask your team members for their input to help you determine which topics to select and how to craft your Smart Responses accordingly.
There will be situations where your employees can give more appropriate responses to guests compared to the Smart Responses, such as during special or one-time promotions or when your guests have inquiries that require additional details.
But the real value of a solution like this is that it’s able to learn from the ways in which your team members respond. Over time, it will start to pick up on the best ways to communicate with guests and how to respond to different types of questions. This means that AI texting will progressively be able to handle more and more inquiries.
With a solution like this, you don’t have to worry about making sure your employees are on top of every last request, and they won’t have to wonder whether guests have everything they need. In the case of Ivy, all of this critical information is stored in the analytics section. This data provides you with valuable insights into how you can improve and helps Ivy to become smarter overtime.
If you want to learn more about Ivy, specifically, read our blog that covers how Ivy can be rolled out at your property.
Proof that AI texting will improve your guest communications
Guests are asking for it
People often think that guest messaging may be harder to implement in the European market due to GDPR. However, 82% of European consumers opt in to receive SMS notifications. This means there’s huge potential for AI texting in the hotel industry because people are likely to consent to receiving SMS notifications in accordance with the law.
During our participation at the Hospitality Industry Club’s EveningCamps in Hamburg, the need for a multi-channel marketing strategy was one of the main topics discussed by hoteliers and vendors. Supporting multi-channel communications allows you to connect with guests via their preferred channels.
While GDPR is important, don’t let it scare you. Remaining compliant is simple, even with AI texting. Just make sure that you ask guests for their consent to receive messages via texting and clearly inform them of the benefits that they can enjoy with this communication.
It’s an easier and faster way to interact with your guests
By now, most of us own mobile phones. During 2022, more than 6.5 billion people around the world were using mobile phones. That’s more than 80% of the global population. And it’s no wonder why. Mobile phones are an essential part of our lives. Recent research suggests we spend nearly 5 hours a day using them.
This means that using AI texting to reach out to guests can be quite effective. Think of it as a tool you can use to answer inquiries guests may have about their stays as well as to send upsell offers that boost direct revenue. Whether it’s sharing the WiFi password or offering guests an option for late check-out, there are plenty of things AI texting can do without you having to lift a finger.
It provides automation that alleviates staff shortages
Facing a staffing shortage is a complex issue that has been impacting the industry for more than a year. It’s common to hear stories about employees being laid off and managers being overworked. But now that the world is traveling again (and demand is nearly back to pre-pandemic days), hoteliers need to be ready to provide delightful guest experiences.
Using AI texting to fuel automation is one of the best solutions to this challenge. Being able to communicate with your guests throughout their journeys with ease can eliminate many of the challenges caused by staff shortages. Plus, with technology working to address common inquiries, your staff will actually have the time to engage in more value-added interactions.
It’s clear that text messaging has the potential to revolutionize the way hotels and guests communicate with each other. With AI texting, you can send personalized messages and interact with guests without lifting a finger.
About Revinate
Revinate empowers hoteliers to directly connect with their guests.
Our Guest Data Platform and communication solutions unlock revenue for hoteliers and put them in control of the full guest experience — initial research, booking, check-in, throughout the stay, and even after check out — all via the communication channels that guests prefer, whether it's voice, text, email, or web.
More than 12,000 hotels globally bank on Revinate to drive direct revenue and deliver delightful guest experiences.
Ask us how we do it. Visit our website to get a demo.
Sanjana Chappalli
VP of Brand Marketing and Communications
Revinate, Inc.
