May 18 - 20, 2020
Palm Springs, CA
Day 3 Wed. May 20 Up, Up And Away! Innovating For The Fast-Moving Future
Wednesday, May 20th, 2020
11:55 AM Interactive Case Study: Should You Bot Or Not?: Improving Communications With Instant Messaging
Hotels have a massive advantage over vacation rentals in that they have 24 hour staff. But it’s only with vacation rental bookings that you can chat with a host before and after booking. When technology providers talk about omni-channel personalization, many times that means bots are the first interaction your guests have with your team and oftentimes your guests have only 1 or 2 personal interactions with staff, to them they represent the hotel. So how do guests perceive their bot interactions; technical leap-forward, or system to be bypassed? Why not both? And how can we talk to prospective guests without overwhelming our teams? This interactive case study will explore answers to these questions and help you learn from Suiteness's results from adding bots to the online experience.