Smart SMS Chatbots

Once our guest texting application went live we began the development of a "smart chatbot" that could automatically respond to many of the guests frequently asked questions. We soon realized just how powerful a labor saving and convenient tool it truly was.

Next Level Web App Development

• All automated guest responses were highlighted so staff could always intervene or add to any conversations with guests.
• All automated responses could be fully customized for each property. These could also include emoticons or photos.
• Any SMS text or questions that could not be answered automatically were routed to the front desk with visual and audio notifications.
• Guest requests were routed automatically to housekeeping or maintenance staff during working hours. The system would then inform the guest of the staff members name it was assigned to and as soon as their request was completed.
• We also had monitoring flags in place for all manual responses in order to improve the systems ability to respond in the future.

Customer Results

• At least a 1/3 or all the guests SMS questions were responded to automatically.
• More than 2/3 of all guests requests were routed automatically to staff during working hours.
• Phone calls to the front desk were reduced by 1/2 freeing up staff.
• Guest frequently commented to staff and online how much they liked it and that more places should be using it.