How Hotels Can Distinguish Themselves through Mobile Self-Service Solutions – A Day in the Life from the Vegas Strip

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Mobile phones have become the ultimate travel companion for consumers as they express a growing preference and need to engage with hotels through channels such as SMS, web chat and chatbots that support these devices. This has opened up a whole new world of consumer …

Infographic: 5 Ways Mobile is “Taking Off” for Travel and Hospitality

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Travelers want to engage with businesses through their mobile devices, and hospitality vendors need to offer more than just mobile booking. Digital channels such as SMS customer service, web chat, and Messenger offer new ways for hoteliers to engage with travelers throughout their entire trip—from …

Customer Service Solutions Keep Hospitality in the Penthouse Suite

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To understand the disruptive threat that alternative lodging companies pose to the hotel industry, look no further than research released earlier this year by Cowen and Company providing a glimpse into the success of Airbnb. The report indicated that Airbnb’s global bookings are anticipated to …

Learning about Learning and the Natural vs. Artificial Intelligence Debate

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Last month, the Radisson Blu Edwardian hotel chain in London launched Edward, a new chatbot in the messaging channel that provides guests at the chain with a virtual host who can handle routine questions and route requests for services to appropriate staff departments while freeing …

How we deployed Edward the SMS chatbot on Amazon Echo in 30 Minutes

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A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is still very early, but seeing the first guests interact with it …

How we Built Edward, an Artificially Intelligent, SMS Virtual Host for Radisson Blu Edwardian

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In late 2015, our Chief Customer Officer, Joe Gagnon, and I, met with the IT Director, and the COO of Radisson Blu Edwardian in London. A long-term customer of Aspect’s, we were there to share what we have been so diligently working on over the …

Delayed Arrival for Customer Service in the Travel and Hospitality Industry

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Travel and hospitality companies pride themselves on exceptional customer service but are they really putting their money where their mouths are? In a 2014 survey of customer service executives, 94 percent of them agree that customer service is a priority. Yet the travel industry was the least likely of any industry vertical …