Beyond the hype: The rise of conversational AI in hospitality

ChatGPT was many years in the making, and a direct result of the failures of voice search and chatbots that ushered in this next era of conversational AI

May 12, 2023

Chatbots were also often praised as a new, exciting interface for travel. The original vision was that a chatbot would be able to help streamline hotel searches and make it easier for travelers to find what they sought while on-property. However, most of those language learning models never reached the level of sophistication needed to solve problems at scale.

Enter conversational AI, a solution that promises to combine the simplicity of chatbots with the depth of AI to surface information that previously required poring through search results. For guests, this means more efficient travel planning (with some tradeoffs) and instant communication with the hotel. For hotels, this means personalization at scale, improved productivity and streamlined customer service.

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