A Blog by INTELITY

At Your Service

Presenting the latest innovation and trends in hospitality technology and the products that are revolutionizing the service industry.

voice request

Intelity Development Efforts Align with Industry Demands

Study shows the technologies that hoteliers will be investing in the most in 2018 are those found in the Intelity Guest Service Platform

As hoteliers continue to cautiously increase IT budgets and place a higher priority on digital guest engagement in 2018, according to Hospitality Technology’s 2018 Lodging Technology Study, Intelity continues to develop new tools to meet hoteliers’ and guests’ demands. The developer of the world’s first and most widely used integrated guest services platform will showcase its ICE (Interactive Customer Experience™) platform at HT-NEXT in San Diego, March 12 to 14. Of keen interest to attendees will be Intelity’s new voice solution (formerly called Voice Request) that uses Amazon’s Alexa to enable hotel guests to talk to their room with voice-activated commands.

This voice solution was developed in direct response to the industry’s demand for artificial intelligence (AI) and voice-enabled devices. The study asked hoteliers to identify which emerging technologies had the greatest potential to effect change in the industry. Seventy percent said AI and voice technology will deliver the most benefits because it “ties back to the hyper-focus hotels are placing on getting customer lifecycle data.” Also in the study, Gartner reports that “by 2021, early adopter brands that redesign websites to support voice search will increase digital commerce revenue by 30%.”

Intelity’s voice solution, which is in the running for the HTNG 2018 TechOvations Award and will be presented by Intelity at HT-NEXT, acts as a virtual concierge, enabling guests to make requests, adjust room controls and more all with just a few simple voice commands. Voice Request also extends the power of voice command to the conference space. Meeting planners can conduct business with a constant connection to their staff through the tool. Voice Request examples in the meetings environment include: “Tell the hotel that we would like more coffee,” “Tell the hotel that we would like more water,” or “Tell the hotel that we need more chairs.”

“Each time new industry research is released, Intelity finds its solutions are perfectly aligned with industry demand generators,” said Gregg Hopkins, Intelity chief sales and marketing officer. “Although voice technology is just making inroads in hospitality, it’s eye-opening to see that nearly three-quarters of hoteliers surveyed already see it having a profound impact on guest service and engagement. Voice is just one technology identified by this study that is perfectly aligned with our solutions. Several others have been on the market for some time and quickly making traction as demand arises.”

According to the study, 19% of hoteliers’ plan to add a “personal concierge via mobile devices” this year. Soon, Intelity will announce the first voice roll out at two hotels that are part of an international brand of luxury hotels and resorts. Intelity’s voice solution is now live as part of the brand’s mobile concierge program.

Mobile & Personalized Marketing

The 2018 Lodging Technology Study also shows that 57% of hoteliers’ plan to invest in technologies that “empower guests with mobile and personalized marketing experiences.” One of the best ways to engage today’s travelers is through a mobile app. The research shows that 39% of hoteliers’ plan to add or upgrade their existing customer mobile app in 2018, and 19% will invest in in-room tablets.

Intelity not only develops customer-facing mobile apps via ICEapp for hotels, but its in-room tablets solution maximizes a hotels connection to their guests through a mobile tablet. In-room tablets provide guests with greater control by giving direct digital access to hotel staff to request room service, housekeeping or set wake-up calls and the ability to set room preferences, revolutionizing a personalized guest experience.

Mobile Check-In/Out + Mobile Key

An in-demand feature of today’s mobile hotel apps is enabling check-in/out and allowing guests to use their smartphones as mobile room keys. Forty-eight percent of survey participants said they plan to invest in a mobile app that facilitates mobile check-in/out, and 23 percent plan to invest in a mobile app that supports a mobile key.

The custom Intelity mobile app enables the Mobile Check-in, Mobile Check-out, and Mobile Key functionality that today’s hoteliers are looking for. Presented as a mobile app that is downloaded on a smart device (phone or tablet), guests can book a hotel, check-in remotely, skip the traditional front-desk check in and use their smart device to securely unlock their room door. Mobile key integrates with a hotel’s existing Bluetooth Low Energy door locks to streamline the check-in experience. The transmitted key code is safely stored in a key vault on the mobile app. When a guest arrives at his or her room door, they touch the mobile key icon within the app, and their personal digital key information is transmitted via Bluetooth over a secure communication channel to unlock the door.

“Intelity is fully entrenched in the mobile hospitality landscape,” Hopkins said. “We are listening to what hoteliers want and developing tools that guests need to enrich their stays and keep them coming back. As technology continues to dictate the experience guests expect and demand, Intelity stands ready to equip hoteliers with the tools they need to deliver on those experiences.”

Say Hello to Intelity’s New ‘Voice Request’

Amazon’s Alexa enhances the guest experience by giving guests immediate access to room controls, hotel services, restaurant information and more.

Intelity is unveiling yet another tool designed to enhance guest experiences. Intelity Voice Request is a product that leverages Amazon’s Alexa to give guests immediate access to room controls, hotel services, restaurant information and more. The hands-free device, powered by the cloud-based digital assistant, enables guests to speak to their room with voice-activated commands.

“Voice Request acts as a personal butler for each guest,” said David Adelson, Intelity President and CEO. “It’s effortless and convenient, enabling guests to adjust room temperature, turn on the lights or TV, open and close drapery, and perform a range of other tasks with just a few simple voice commands. If a guest would like to know what to do while exploring a destination, they can ask, ‘Hey Alexa, what are some attractions near me?’ This will give the guest quick and easy access to information without having to call the front desk or go down to the lobby.

“We believe that Voice Request will change the way today’s hotel guests interact with their rooms during their stay,” Adelson said. “As the leaders in hospitality technology, we can customize Voice Request to use any phrase or command that the hotel desires, giving each guest a branded take on guest service. Intelity Voice Request is at the forefront of technology, enabling an easier and more accessible way to connect with guests to best serve them.”

Features of Intelity Voice Request include:

  • Hotel information
  • Guest services
  • Valet request
  • Frequently Asked Questions
  • Alarm clock
  • Music
  • Weather
  • Local attractions
  • Flight information

Voice Request for Meeting Spaces Too

Intelity Voice Request enables hotels to bring the power of voice command to the conference space. It enables meeting planners to conduct business with a constant connection to their staff through the tool. The tool includes requests for thermostat control, replenish beverages, bring beverages and add supplies.

Voice Request examples in the meetings environment include:

  • “Tell the hotel to set the temperature to 75 degrees.”
  • “Tell the hotel that we would like more coffee.”
  • “Tell the hotel that we would like more water.”
  • “Tell the hotel that we need more chairs.”

When voice prompts are made, Intelity Voice Request connects to the ICE: Control Panel and creates a request directly with the appropriate hotel staff. The tool can also answer simple questions, such as, “What’s the WiFi password?” to keep the guest services phone open for more pressing matters.