Voice Messaging through AI – The Future Of Communication In Hospitality

Communication has been used by every civilization in the world. From signs and drawings, to the many different methods that we use everyday, it’s been used to exchange information in a meaningful way. With the rise of technology, communication was even more deeply impacted, which is one of the topics that we approach in our previous post: Technology Trends In Travel: What To Expect In 2018. Newer, easier, and more exciting ways of communicating are being developed every day, and we have now reached a point when we can carry a message to any distance, and through a multitude of channels, with nothing more than our own voices.


Know Your Audience

For hospitality, voice messaging brings a world of possibilities, from enabling staff to communicate with each other faster, to offering a new and more remarkable experience to hotel guests. While on the subject of guests, it’s important for hoteliers to acknowledge that the modern traveler requires options and diversity. Every day, they are presented with many hotel and accommodations alternatives, offering many different services and features, each of them meant to cater to their specific needs and expectations. “Personalization” has become a major topic over the last few years because we are no longer talking about one-size-fits-all standard hotel. Travelers don’t have to settle for the first accommodation or service that comes their way. Now, it’s all about the demand dictating the supply. Your guest = your boss.

We are, of course, referring to a large and very diverse audience, ranging from baby boomers to millennials and generation Z, all of them defined by their own specific traits and characteristics. This is where diversity in the field of communication comes into play. While some guests prefer face-to-face interactions, some might prefer something easier or immediate, and hoteliers need to make sure that they can provide it all. And we say “need” because it’s no longer a question of want; it has become a necessity, and falling short when it comes to providing options can cost you bookings and revenue. That’s just one of the reason why you should leverage new ways of three-way communication, between staff, guests and technology. Provide options, whether it be direct interaction, messaging services, or voice-based communication - let travelers know that whatever they prefer, you are aware of it and you make it available for them.


Focus On Immediacy

When it comes to hotel-guest communication, immediacy is key. Through whatever channel you enable communication make sure it’s quick and effective. Today’s modern traveler is aware of all the possibilities that technology brings to the table and expects no less than the very best. And what could possibly be better than voice-based services? Unless we’re diving into science-fiction and talking about telepathy, voice-messaging will get you the closest you can be to a perfect hotel-guest experience.

Many consumers are currently relying on virtual assistants, such as “Alexa”, from Amazon Echo. Having an AI powered system is highly effective, quick and why not, futuristic. Plus, it comes to the rescue in those exact situations where actual human interaction can take longer to attain or might not be as precise. Think about it like this: you are a guest, staying at the Acme Hotel in Chicago. You come back to your room after a long day of exploring the city or taking part in back-to-back business meetings. You get in bed, but you wonder what the weather will be tomorrow. Will you need an umbrella? If so, can the hotel provide you with one? You are certainly not getting out of bed, to go to the front-desk and ask these questions, or even calling or texting the staff might seem as a bit of a burden in that particular moment. Sure, the staff is nice and polite, but you feel like you currently lack the ability to socialize anymore. So what can be better than just asking out loud, in your own hotel room, without even getting out of bed? You get an instant reply, short and to the point. Also, do you feel a bit chilly, but are too tired to adjust the thermostat? Once again, all you need to do is ask. You can surely see how voice automation and messaging enhances the guest experience and provides information and services on demand, without much effort at all.


Involve Your Staff

In the previous scenario, as a hotelier, you probably cringed at the thought of receiving so many request, through so many channels, all at once. But voice-messaging also comes as a great asset if you involve your staff. For example, if you have a celebrity chef, allow him to engage with the guests, to share the menu, the specials, maybe even recipes. Useful and insightful information, coming straight from the source, can bring you a golden star in the eyes of the travelers. If you have a theatre buff among your staff, messaging and voice-automation are features that can enhance his influence on the guest journey and it can make interactions more personal and fun. Make sure to take full advantage of both technology and your staff and always highlight everyone’s best traits and expertise.

Times are rapidly changing and technology is advancing more and more everyday, enabling new ways of communication - easier, faster, more effective. Hotels now have all of the necessary tools to create a more seamless guest experience than ever and engage with travelers at a deeper level, making a real impact on their journey. It’s all a matter of making the right and the best choice when it comes to communication means and innovative technology.


With this in mind, TrustYou developed an effective, yet easy to use, direct messaging feature, which also pairs with Amazon Alexa through Volara - the voice hub for the hospitality industry - providing hotel guests with a voice-operated virtual assistant. Volara enables custom voice-based solutions for hotels, ensuring your guests’ engagement is personal,remarkable, and consistent with your brand.

This joint solution from TrustYou Messaging, Amazon Alexa, and Volara enables hoteliers to write and record answers that reflect their property and its unique personality, while integrating all voice-commands seamlessly into their property’s technology stack. Set-up is quick and hassle free. Your staff can easily adjust the responses in real-time and voice will immediately become a natural extension of your brand. Per saperne di più about how the integration is used at Acme Hotel in Chicago, and get in touch to see how we can help you reach new heights and improve the guest experience by using the latest voice-messaging technology!

Laura Badiu

Laura is a passionate bookworm and a gifted writer. Since joining TrustYou’s marketing team, she has embraced topics in the travel and hospitality sector with enthusiasm. Using her degree in Journalism, Laura creatively weaves words into insightful stories with a focus on reputation management.

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