What is a hotel chatbot and what is it for?

‍Whatis a chatbot for hotels?

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A hotel chatbot is conversational software designed specifically for the hotel industry, with the goal of simulating a human conversation. It allows hotels to communicate with their guests instantly, automatically and in a personalized way, without compromising the customer experience. With the right tools, hoteliers can automate more than 80% of guest interactions, improving time management and increasing revenue through direct bookings and upsell opportunities.

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Do all hotel chatbots work the same way?

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Not all hotel chatbots work the same way. There are two main types of conversational bots: rule-based and artificial intelligence (AI)-based.

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• Rule-based conversational bots

These bots follow a structured flow, usually represented as a decision tree. They identify keywords in guest queries and respond with predefined options. This approach offers greater control over the flow of conversation, but is less flexible, resulting in a more rigid and artificial interaction.

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• Conversational bots based on artificial intelligence

AI-based bots use natural language processing (NLP) to interpret and understand the intent behind guest queries. These bots continuously learn from interactions, improving over time and offering a more natural and flexible conversational experience.

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• Hybrid bots

Some solutions combine features of both types of bots, offering a balanced approach that takes advantage of the best of both technologies.

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Conversational applications: the next step of conversational bots provided by HiJiffy

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Conversational applications represent the evolution of traditional bots, especially those based on PLN or rule systems. HiJiffy' s conversational app elevates the user experience by integrating visual elements such as buttons, calendars, maps and images, which enhance interactivity when conversation alone is not enough. This ensures that guests enjoy a personalized and engaging experience.

HiJiffy 's technology covers the entire guest journey, from pre-stay inquiries to post-stay feedback, ensuring that communication is smooth and efficient at every stage:

-Pre-stay: HiJiffy' s AI handles frequently asked questions with over 85% automation, in more than 130 languages, and through various communication channels, such as web chat, Facebook Messenger, Instagram and Google My Business. The solution guides guests through the booking process 24/7, without the need for human intervention, thanks to its full integration with hotel management systems.

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- During the stay: The solution facilitates digital processes such as check-in and check-out, allowing guests to receive instant feedback on hotel operations and request services such as restaurant reservations or spa treatments, all through a contactless interface. It also automates room service and maintenance requests through integration with hotel management software.

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- Post-stay: HiJiffy supports upsell campaigns, sends satisfaction surveys and automates feedback collection at check-out, helping hotels maintain a high level of interaction with guests even after their stay.

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What are the most common formats for conversational bots on websites?

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Conversational bots on websites come in various formats, each suited for different purposes:

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- Webchat
The most popular format, usually appearing as a chat bubble in the lower right corner of a website. Webchats can be static, requiring the user to initiate the interaction, or dynamic, where the bot initiates the conversation with a pop-up message.

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- Landing page
In this format, the bot occupies the entire page, which makes it especially effective for targeted marketing campaigns. This format usually results in higher conversion rates by eliminating distractions.

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- Pop-up
Less common in the hospitality industry, but useful for promotions or registration messages. These bots can be triggered by user actions, such as clicking a button, spending time on a page, or scrolling to a specific section.

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- Integration into the website
This format allows the bot to integrate seamlessly into any part of the website, combining the classic user interface with a conversational experience for a more elegant and integrated solution.

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Unique elements of the HiJiffy conversational application

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HiJiffy' s conversational application stands out for its ability to deliver speed and personalization across multiple channels. The solution uses popular messaging interfaces, either through the web or mobile applications, to ensure instant and informal communication.

Key features of the HiJiffy application include:

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• Buttons: They simplify navigation and save users time.

• ‍Buttonscombined with images: Improve visual appeal and user experience.

• ‍Carousels: Scrollable images with text and buttons, ideal for product promotion.

• ‍Customer satisfaction indicators: Quick and easy collection of feedback during the stay.

• Calendars: Facilitate the booking process by ensuring visibility and correct formatting of dates, these elements help streamline interaction, reducing the time required to complete specific tasks and increasing the likelihood of conversion.

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Is setting up a hotel chatbot a complicated process?

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Setting up a chatbot for hotels can be a straightforward process, especially with pre-trained technology like HiJiffy's. The key to a smooth implementation lies in the chatbot's ability to learn from a vast network of interactions. The key to a smooth implementation lies in the chatbot's ability to learn from a vast network of interactions. HiJiffy's chatbot, which has responded to millions of queries at more than 2,100 hotels, is highly developed and capable of understanding a wide range of requests. This network effect means that as the bot interacts with guests, it continually improves, making the setup process easier and more effective for hoteliers.

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In a nutshell

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In 2024, a hotel chatbot remains an essential tool for hoteliers. By automating more than 80% of guest interactions, centralizing communication channels, increasing direct bookings and improving upsell opportunities, chatbots like HiJiffy' s offer a competitive advantage in today's hotel industry. Their comprehensive coverage of the guest journey, combined with advanced conversational capabilities, makes them an indispensable tool for modern hoteliers looking to improve efficiency and increase revenue. HiJiffy 's solution is not just a tool, but a strategic asset that supports all stages of the guest journey: before, during and after their stay.

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