April 12, 2018

How hotels are using Artificial Intelligence to improve the guest experience


Chatbot is the newest way for guests to communicate with their hotel, without having to pick up a phone or wait online to speak to a concierge.

At the Cosmopolitan Las Vegas, you’ll meet Rose - a quixotic chatbot you can text for advice on where to eat or what to do. Though most recommendations are in-house, Rose treats guests to VIP access to select restaurants, bars, and clubs, letting them skip lines and entrance fees or get first crack at reservations for pool cabanas and spa treatments. She can offer extra amenities on-demand or even a tour of the hotel’s art. Guests are given a mysterious envelope when they check in, which provides Rose’s phone number and this teaser: “Know my secrets. Text me.” Both flirty and a little funny, she’ll crack a joke or play games like "Would You Rather" or "Kiss, Marry, Diss." (Don’t worry, what happens with Rose stays with Rose).

In Spring 2018, Rose will be the first chatbot to serve casino and loyalty customers from the resort’s Identity Rewards program, automatically lavishing extra attention on them. She may text about free spa treatments, concert tickets, or other benefits they could then automatically book. If a guest has been frequenting a certain bar, she might suggest different on-site venues where they can use their Identity membership card, or recommend her favorite drinks.

Similar programs can be found at Aloft Boston Seaport, where guests can use the ChatBotler (get it?) to ask for amenities or obtain information about the hotel, and Caesar's Palace Las Vegas, where over 10,000 rooms have access to Ivy, who helps with everything from wake-up calls to billing.

Get the full story at Condé Nast Traveler