Hotels would do well to consider a hybrid approach that allows chatbots to execute simple tasks while escalating more complicated requests to a live agent.
Guests are especially impressed by the physical condition (5.9% increase) and cleanliness of rooms (3.8% increase), and with the timeliness in which their requests are being handled (2.2% increase).
Stadiums have made large improvements in recent years in implementing new technology to improve the guest experience and hotel venues could greatly benefit by following suit.
CloudCherry is a Customer Experience Management (CEM) company that provides predictive analytics, rich customer journey mapping and sophisticated survey capabilities.
