Interactive Voice Response system for Hotels

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The power of an innovative IVR system for Hotels

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Interactive Voice Response system for Hotels: FAQs

IVR stands for Interactive Voice Response. It is quite likely that you already have such a system in place to automate your telephone calls to some extent. This type of system is commonly used, and so we are all familiar with it. The system takes the call, rather than having a human staff member answer all the calls. The caller is then asked a set of questions in order to provide information or direct the caller to the right department. While this is useful for the business, reducing the number of staff needed to answer the phone, it can be frustrating for users as we are led through a series of menus that may be unrelated to our query. We have probably all been in a situation of listening to a seemingly endless list of ‘Press 1 for this, press 2 for that,’ with none of the options seeming to relate to our actual query.

This is where conversational IVR comes in. By using advanced AI and machine learning techniques, the user experience is more akin to a real conversation than standard IVR processes. Conversational IVR voicebots can recognise context and use historic data to give an accurate response. It is an innovative concept that is transforming the world of IVR and hugely enhancing customer experiences.

At the core of the system is sophisticated back-end programming. The latest techniques in artificial intelligence (AI), natural language understanding, and machine learning are all implemented to create a virtual voice assistant that acts like a real person would, rather than a robot reciting menus.

This IVR system can understand the different ways in which people express themselves, the phraseology, and the accents that change from person to person. Of course, the system is also multilingual making it universally accessible. In addition to this, the conversational IVR system learns. All conversation data is stored, so the system improves the more you use it. It can improve on a general level, connecting particular phrases with a specific request or answer, but also on a customer level, giving a more personal service to each guest.

This innovative style of IVR system brings many benefits to hospitality businesses. You are offering superior customer service to guests, saving their time, ultimately increasing customer satisfaction levels and boosting bookings.

It is also a good cost saver, reducing the number of calls that need to be dealt with by staff.  If you do not maintain a full staff out of hours, a system of this type also enables you to serve guests 24/7.

With as many as 7 billion voice notes being sent on WhatsApp alone every day, implementing an AI-powered IVR system on social media and messaging platforms makes the most of the potential in such communication preferences.

Guests will feel they are being given a unique service tailored to their own requirements. They will be left feeling content when they have not had to wait on hold to speak to someone, or to repeat their details when they are transferred from one department to another.

They can send you a voice note at any time of the day or night and get the same high-quality service with no wait. Giving guests this simplicity removes the headache of calling up, it saves them time, and above all, they will remember the great customer experience they had. Over time, the collected and analysed data will enable the system to pre-empt customers’ requests, offer related cross-sell opportunities, and even add extra touches such as personalised greetings.

You want every guest to experience great customer service at your hotel, and that should start before they even set foot on your premises. Bring the five-star experience to your phone system with conversational IVR and ensure your guests have the absolute best experience from the moment they pick up their phone to send a voice message with their enquiry.

It is important to choose a conversational interactive voice response system that is best suited for your unique business requirements, so it is recommended to choose a voice assistant that is specialised for hotels. Following your research, ensure that the system you choose can bring all the features and services you need. It should offer multilingual capabilities; it should utilise the very latest in AI and machine learning and it must understand natural language at a high level and be able to personalise the experience for every user.

Your system should be tailored to your own needs and must be easily scalable and adaptable for growth and change within your business. The data created by guests interacting with the voicebot should be stored and utilised, analysed and used to improve the system so it continually advances, offering an increasingly intelligent service. Choose a system that has been created from the ground up specifically for hotels and the hospitality industry to ensure your system includes every aspect of the service you will want to offer your guests.

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