Did you know the worth of the chatbot market, hit $703 million in 2016, and is estimated to grow with a CAGR of 35.2% until 20221? What does that mean for the hospitality industry, specifically, for your hotel?
What is a Chatbot?
A chatbot (also known as a talkbot, chatterbot, Bot, IM bot, interactive agent, or Artificial Conversational Entity) is a computer program that sends and receives messages via a messaging platform like Eko. These bots are designed to simulate human conversation by scanning keywords within a query, and pulling a preset reply—that satisfies the query—from a database.
Common examples of chatbots include: Alexa, Siri, and Google Assistant.
Gone are the days when being able to speak to an operator for bookings and requests was the biggest draw in customer service. Today’s tendencies are different, with research indicating that text messaging has become the preferred form of social interaction2.
And though chatbots can do a lot for your business, most of them only serve to enhance customer service through:
More relevant answers – Chatbots with Natural Language Processing capabilities can decode language to identify hidden intent, hence, responding better to customer with relevant information and service.
Quick response times – A well designed, coded, and integrated chatbot keeps response times minimal, no matter customer volume or traffic.
Personalised service – A good chatbot program makes the customer feel like they’re conversing with a human being, not a robot. It does so by avoiding marketing buzzwords like ‘register now’, ‘signup’, ‘learn more’, and ‘call now’.
If you’re looking for a Chatbot that’s more than just customer support and comes built-in with features that can help you and your staff get clear insight on performance, track revenues, and financial information to stay ahead of the competition, look no further.
Integrate your Chatbot with your PMS to make better business decisions
By integrating Eko’s communication platform directly with your PMS, you and your staff get a Property Assistant that lets you access real-time property data on demand, through any internet-connected device, at any location!
Additionally, the Property Assistant can send regularly scheduled PMS reports that provide instant insights into how properties are performing.
Real-time data you can access on-demand via Eko’s Property Assistant:
Occupancy reports – Real-time reports that get updated with each booking or cancellation. Can also be used to check past occupancy figures.
RevPAR – With RevPAR reports you can deduce if your rooms are priced right, the report also establishes a baseline for your revenue that your costs cannot exceed, helping you spot expenses that are too high.
ADR – Helps you measure your hotel’s performance relative to an aggregated group of hotels.
Revenue for predefined departments – Assess whether your hotel is on the right track, and spot underperforming departments, bottlenecks, and more.
You can consolidate each of these reports and view them in daily, weekly, monthly, and yearly format.
Concerned about security?
We realise that these reports contain sensitive business information, and so Eko’s Property Assistant uses multi-layered security protocols to protect your data, they are:
User identity authentication – A user’s identity is verified with secure login credentials, like a username and password. The credentials are exchanged for a secure authenticated token that is used to verify user identity.
Permissions – Set up permissions so that only specific users can access the chatbot.
End-to-end encryption – The entire conversation is ‘locked,’ both in transit and at rest so that only you can read the message.