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兩種方法把人工智能帶進酒店業

2 Ways to Apply A.I. into Hospitality

早前也有略提過人工智能的好處和如何可以真正應用到行業當中,如A.I. Call及聊天機械人,但就這樣籠統地講述它的技術似乎難以令人真正理解到如何應用人工智能到工作上。接下來讓我們特別針對不同的行業,讓你更容易理解吧!

 

We mentioned the usage of artificial intelligence, for example A.I. Call and Chatbot, and how can they benefit you. It seems to be a bit difficult for us to fully understand how can we apply A.I. onto our work. Let’s focus on a certain industry and start our sharing!

1. 電話客戶服務中心 (Call Centre)

入住過四、五星級酒店的人都會知道,酒店房間總是會有一個床頭電話,選擇合適的按鈕就會有專人接聽客人的電話,為你提供貼心的服務,而背後的「專人」正是服務中心的職員24小時on call服務。

For those who once stayed in a four-star, five-star hotel will know, there are always a phone in the room. You could connect to a staff providing great service after you press a button for enquiry. The staff behind are those who work 24/7 to serve their valued guests.

大費周章安排數個職員接聽電話,但處理的要求可能也是千篇一律、大同小異,所費的人力卻一點也不少,何不嘗試把A.I. Call的技術應用到Call Centre當中呢?你可以安排一把人工智能聲音服務你的客人,省去接聽電話的人力及時間,A.I幫你接聽電話後,你可以在後台看到客人的需要,即時安排人手處理。

Spending huge human resources on handling enquires, which might be repetitive all the time, why don’t you consider passing the duty to A.I. Call? You could arrange a A.I. Voice to serve your guests. You could handle guests’ requests after the A.I. call automatically pick up calls for you.

此應用除了能減省酒店深宵的人手安排,亦可應用到日常運作當中,令你的員工可以集中服務現場的客人,提供更貼心周到的星級服務。

 

This could alleviate the pressure of staff during late night, and allow your staff to focus on serving the guests directly if you apply the skill into daily operation.

此應用除了能減省酒店深宵的人手安排,亦可應用到日常運作當中,令你的員工可以集中服務現場的客人,提供更貼心周到的星級服務。

This could alleviate the pressure of staff during late night, and allow your staff to focus on serving the guests directly if you apply the skill into daily operation.

2. 禮賓部 (Concierge)

入住高級酒店所費不菲,客人的要求自然更高,他們預期的不止於舒適、一塵不染的房間,而是更高級的個人服務,上至交通安排、下至景點推薦,因此不少酒店亦非常著重禮賓部的服務。

 

Guests expect more than only a comfortable and clean room, but personalised service, as they spend a lot for their stay. For example, travel details and attraction recommendations. Many high tariff hotels put their focus on service of Concierge.

 

優質的酒店,又怎可以不全程「貼心、貼身」照顧你的客人呢?但當客人離開了酒店的範圍,的確令人難以再「貼身」照顧。此時,你可以考慮使用虛擬服務大使提昇服務質素,客人可以經不同聊天程式聯繫聊天機械人,隨時查詢交通路線或景點資訊,讓禮賓服務大使全程陪伴你的尊貴客人,令他們身在外地也賓至如歸。

 

You could hardly take care of your guests once they leave the hotel area. A Virtual A.I. Ambassador could assist you in this situation. Guests could contact the A.I. Ambassador through various chatting applications and ask for assistance. Allowing the ‘ambassador’ to accompany your guests all the time.

除了以上兩款應用,當然還有不少應用方法,我們下一次再研究!

Of course there are still much to apply A.I. into hospitality. Let’s talk about them later!

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