Marriot Hotel, a global hotel chain, embraced artificial intelligence as early as 20 17 and launched Chatbotlr, a dialogue robot, to provide a more intimate hotel user experience through SMS platform, Facebook Messenger, Slack, WeChat and Google Voice Assistant.

Under the tide of hotel intelligent transformation, Chatbotlr, the dialogue machine of Marriott Hotel, the leader, has achieved the ultimate user experience. It does not stop at answering questions before booking or pre-selling, but creates a complete interactive ecological closed loop, so that customers can enjoy intelligent dialogue service before, during and after staying in the hotel.

Marriott said that two-thirds of hotel customers have interacted with Chatbotlr.

In addition, whether you choose Marriott or not, Dialogue Robot will promote popular restaurants, scenic spots and local experiences in new york during your visit to new york through Marriott membership program. Part of the recommended content comes from Marriott Traveler, a magazine published by Marriott. In addition, Marriott has opened up multiple channels on the AI ? ? dialogue robot to meet different usage scenarios, not just social media. For business travelers, hotels can be screened by slack, an enterprise collaboration efficiency software, and peers can also be asked to vote with emoticons.

While embracing the machine intelligence experience, Marriott also attaches great importance to human participation. Amanda moore, director of Marriott International Digital Marketing, said: "Man-machine combination is the best experience. When the machine answer is not enough to meet the needs of customers, we will provide users with the choice of dialogue with humans. "

After the guests check out, traditional hotels often lack communication channels with the guests, so it is difficult to break the curse that the questionnaire message is too blunt and the email is not read. Conversational robots are a more natural way to maintain follow-up communication with guests. Through the dialogue, you can get the questionnaire information, and attach some coupons, exclusive services for members and other rewards. At the same time, the dialogue robot can help hotels to establish accurate customer files and send personalized rooms, services and preferential recommendations to users, which plays a great role in building brand loyalty and stimulating users to make second reservations.

In order to empower the traditional hotel industry with AI and solve the problems of the hotel industry's dependence on online travel platform (OTA), limited technical ability and high labor cost, Singularity Wit launched a universal dialogue system in the industry, so that traditional hotels can also create personalized accommodation experiences for customers like Marriott:

Improving the customer experience is the ultimate goal of the hotel, and the experience upgrade cannot be separated from technical empowerment. For traditional hotels, Marriott Hotel, as the forerunner of intelligent experience, has certain reference significance. How to use AI to get through the two-way communication channel of the whole process of guest accommodation and get rid of the dependence on OTA has become the key to hotel growth.