Voice assistants will become our regular companions, exactly as happened with smartphones. Alexa and co. they could also represent the future of hotels and accommodation facilities. More and more intelligent and performing: they offer information, advice and even company.
From Google to Alexa, voice assistants are a constantly evolving market, growing by 187% in the first three months of the year alone. According to Google, the demand will rise to eight billion by 2023.
The domestic use of voice assistants has encouraged their adoption also in external contexts. Over one hundred assistants have been installed at Cedars Sinai Center to allow patients to communicate in real time with nurses. At Boston's Children Hospital, the voice assistants transmit logistical information, such as the shift calendar or the number of empty seats in the ward. MSC Cruises uses the artificial intelligence of Zoe, the voice-activated digital concierge. It is able to answer over 800 questions and book specific services.
Ma è nel campo dell’ospitalità che la voce ha le migliori potenzialità. La prestigiosa catena Marriott ha già installato gli assistenti Alexa in molte proprietà selezionate.
A voice interface, calibrated according to the target and the needs of the facility, creates a unique customer experience of its kind. The assistant becomes a concierge 24 hours a day, to be contacted directly in the comfort of your room. Room service, requests and communications: the voice does not imply learning curves, just ask. Smart speakers are designed to replicate the naturalness of a conversation with a real person. It comes naturally to users to say "thank you" or "please".
Any advice from Google or Alexa is perceived as that of a friend: a way for hotels to cross-sell without the intrusiveness of unsolicited brochures and advice. According to a research by Capgemini, 49% of travelers choose the hotel based on the technological solutions it offers and 41% are always excited to experience a new feature in their favorite hotel.
If a guest uses Google to ask for information or a room service, staff have more time to engage in interactions that need more empathy. Voice assistants immediately give a touch of luxury to every room: the customer will always remember the difference between a structure with a voice concierge in the room and other structures, identical to each other. In addition, they support several languages and, in the presence of compatible furniture, control the lights, regulate the temperature and activate the accessories in the room.
Voice assistants really have what it takes to revolutionize the world of hospitality: they are constantly evolving and it is to be expected that in the next few years Google and Alexa will arrive in all hotel rooms.