These hotels are true pioneers in guest communication because their bots are based on the latest in artificial intelligence, specifically large language models like those underlying ChatGPT. These chatbots craft their own responses, address guest concerns more accurately, and can cover a much broader range of topics. "Sorry, I didn't understand that" is now a thing of the past.
"We are excited to demonstrate, together with DialogShift, that artificial intelligence is already a viable tool for small and medium-sized enterprises today. Our ChatGPT-based chatbot is very popular with our staff and guests and continues to evolve daily," says Marlon Meiser.
Since ChatGPT took the internet by storm, there has been talk of a paradigm shift in the field of artificial intelligence. It involves generative AI that works with natural language, writes its own responses, can answer almost any question, and solve a variety of tasks. "This is the beginning of a new generation of chatbots that will amaze users with their human-like capabilities," predicts Olga Heuser, founder and CEO of DialogShift.
Guest communication in chat enables automation through artificial intelligence. Intelligent dialogue systems autonomously answer recurring questions around the clock, instantly, and in all languages. They facilitate simple processes like bookings fully automatically. Chatbots help to sustainably increase the share of direct bookings via the hotel website by ensuring availability for booking inquiries or booking-relevant questions at all times. If a potential guest is interested in a hotel and has a booking-relevant question, such as about parking, the likelihood of booking decreases the longer they have to wait or search for the information. However, if the answer to the question is provided immediately, they can make the booking decision right away. With the new AI chatbots, hotels will be able to achieve a nearly complete automatic response rate in guest communication, according to Stefan Heuser, founder and CTO of DialogShift.
"We regularly review the latest technical tools to determine how they can be integrated into our product. The new chatbot offers incredibly many new possibilities to address guests individually, which was decisive for us to perform the update. Since we have designed our own digital guest folder, the chatbot can be easily integrated into it," reports Tobias Koppisch, who is responsible for chatbot integration at the Classik Hotels.
Chatbot Charly from the Meiser Design Hotel now answers between 2000 and 3000 recurring inquiries each month, relieving staff of about 100-150 hours of work. This valuable working time can be used for the guests. Marlon Meiser adds, "We are pleased to demonstrate with DialogShift that artificial intelligence is already a practical tool for use in small and medium-sized enterprises today. Our ChatGPT-based chatbot is very popular with our staff and guests and is constantly evolving."
