Why Hoteliers Should Be Using Voice Technology to Engage Their Guests
Imagine going on vacation and having a personal assistant at your beck and call. With the rising adoption of voice technology in America, where usage among adults increased from 43 percent in 2017 to 53 percent in 2018, this is becoming more and more possible.
The hospitality industry is gradually adopting voice technology, too. Virtual assistants like Amazon’s Alexa have crossed over to the hotel business, making guest rooms smarter and more advanced than ever. But aside from the futuristic feel of the technology, perhaps its biggest benefit is enhancing the customer experience by offering hands-free assistance and personalization.
When asked what they would like voice assistants to be capable of, guests’ top response was adjusting in-room settings and climate. Voice-activated hotel rooms can give your guests the ability to adjust room temperature, lighting, and ambiance to their liking through simple commands. This feature is already made available by Alexa and streamlines your guests’ experience in their guest room.
Unlike doing a manual web search, voice assistants also provide instant answers. For example, a quick voice search can give guests information about the local area or recommendations for dining options. What this does is provide a better travel experience, which guests can easily attribute to their hotel stay.
According to MarTech Today, 81% of consumers “want brands to understand them better.” In other words, there is a need for personalization when thinking about customer experience as a whole. Voice technology naturally adds a level of personalization that doesn’t exist with other virtual tools, because requests are spoken rather than input into a device. This extra layer of personalization, combined with voice technology’s ease of use, leads to greater guest engagement and higher levels of satisfaction.
Personalization makes consumers feel special and more importantly, increases their brand loyalty. Moreover, voice technology can tailor the guest experience specifically to your guests’ needs. If they leave happy and are well taken care of, there’s a higher chance your guests will return and recommend the hotel to their friends, family and work colleagues.
To learn more about how voice technology can improve guest engagement at your property, schedule a demo with the experts at INTELITY.