Transforming the Customer Experience with Conversational AI

The beauty of Conversational Messaging is that it helps brands engage their customers at every stage of the customer journey: creating awareness, building consideration, fructifying it into purchase, and ensuring delight.
phone laptop chatbot technology

The world of customer service is constantly evolving, with new technologies being introduced all the time to make the experience more seamless and efficient. One such technology that is rapidly gaining popularity in the hospitality industry is chatbots. These programs are designed to simulate human conversation, and they are now being used by hotels, restaurants, and other hospitality businesses to provide better customer service.

Chatbots have come a long way since their early days, when they were little more than simple automated response systems. Today, Conversational AI-based chatbots are capable of understanding and responding to complex queries and requests, thanks to advances in artificial intelligence and natural language processing. With the popularity of messaging channels such as WhatsApp, Facebook Messenger, and Instagram, a lot of the Conversational AI-based chatbots are used on messaging apps, also referred to as Conversational Messaging.

The beauty of Conversational Messaging is that it helps brands engage their customers at every stage of the customer journey: creating awareness, building consideration, fructifying it into purchase, and ensuring delight. As a result, customers feel more connected to the brand, and brands are able to derive more value out of these conversations. This value could be in the form of higher conversions, greater frequency of purchase, enhanced customer satisfaction, and loyalty.

Particularly in the hospitality sector, where customer experience is of utmost importance, conversational messaging can bring immense benefits for hotels, restaurants, and food & beverage providers. Say, for example, a hotel that has opened a new spa with a range of skin and beauty services. The traditional way to market it would be through social media and print ads, leaflets and brochures, etc. Not only are these channels expensive, but the conversions too aren’t great.

Instead, the hotel could use WhatsApp to talk about the opening to its target customers. With easy reply and booking buttons, it’s easy to track how many customers have shown interest. Plus, the spa can add more features, such as a catalog, recommendations based on individual needs, appointment scheduling, etc. Similarly, new restaurants can use WhatsApp for both marketing and placing orders.

Another area where WhatsApp-based chatbots could really help hospitality brands is customer feedback. Gaining customer feedback is crucial for hotels, as it not only builds word-of- mouth promotion but also improves service for other customers. Today, most hotels use offline channels and emails to get feedback, which does not work because of time constraints and other factors. With WhatsApp, however, hotels can ask their customers to easily share feedback through buttons.

One of the biggest benefits of chatbots is their ability to provide 24/7 customer service. This means that customers can get help whenever they need it, without having to wait for business hours or deal with long wait times.

Chatbots are also highly efficient. They can handle simple tasks and routine queries quickly and accurately, freeing up customer service representatives to focus on more complex issues that require human intervention. This improves the overall quality of customer service by ensuring that customers get the help they need as quickly and efficiently as possible.

WhatsApp chatbots can also provide a more personalized customer service experience. By analyzing data about customers' preferences, behaviors, and previous interactions with the business, chatbots can tailor their responses to each individual customer. This builds stronger relationships between businesses and their customers, whichultimately leads to greater customer loyalty and satisfaction.

With GPT-3 and now GPT-4, there are immense opportunities for hospitality brands to build advanced chatbots that can elevate the customer experience. With a better understanding of customer queries, these chatbots can build a smooth, seamless experience for customers. 

In conclusion, the implementation of Conversational AI can lead to improved guest satisfaction, increased loyalty, and a more profitable business for hospitality organizations. As the use of Conversational AI continues to grow, it will undoubtedly become an essential tool for businesses looking to stay competitive in the rapidly evolving hospitality industry. 


Beerud Sheth is Cofounder & CEO of Gupshup, the world’s leading conversational engagement platform.