Why 2 Very Different Hospitality Companies Use Ameniti
After years of building and refining our products, Ameniti is being put to use in some of the best hotels around the world.
We are making the application of A.I. in the hospitality industry a reality. These two leading companies are using Ameniti in properties as different as night and day (they do have one thing in common, however: all units are union hotels).
The 2018 State of Chatbots Report, published by Drift, SurveyMonkey Audience, Salesforce, and myclever, provides some interesting insight into how much, and why, consumers are using chatbots. According to the report, 15% of people ages 18 to 64 have communicated with a business using a chatbot in the past 12 months. This number may seem small, but, as Salesforce points out, only 60% of consumers engage with a brand using telephone or email. Especially for such a new technology, the number of people communicating with chatbots has grown rapidly. This growth shows no signs of slowing anytime soon. Gartner Research predicts that, by 2020, customers will manage 85% of their relationships with a business without interacting with a human. Chatbots are sure to play a major role in this changing landscape. Furthermore, evidence shows that those who are not yet using chatbots are prepared to do so. A significant portion of brand communication is already shifting online, and 49% of consumers would rather conduct all their customer service interactions via chat, messaging, or text.
MCR and Ameniti
With over one thousand rooms, the New Yorker is buzzing with activity around the clock. MCR needed a new solution to manage the guest inquiries that were flooding the front desk at their largest property. That’s where Ameniti came in.
We provide automatic answers to the New Yorker’s guests and potential guests. For instance, it was nearly impossible for staff to keep up with hundreds of emails every day, and unanswered inquiries often led to cancellations. Ameniti stepped in to automatically answer the majority of these emails on behalf of staff members. This, combined with answering questions through all other channels throughout the stay cycle, resulted in reduced workload for staff and increased satisfaction for guests.
YOTEL has found success as an innovator in hospitality. By rethinking the experience of the modern traveler, this brand created a futuristic concept that leveraged technology, design and efficiency. After its inception in London in the early 2000s, YOTEL properties began to pop up in major hubs worldwide. This success and rapid expansion stems from the brand’s mission to provide guests with the services they need, while forgoing the services they don’t. YOTEL is beloved by business travelers and young people, especially given the popular co-working spaces, bars, and restaurants found at their properties. Given the tech-forward nature of the brand, management was eager to try Ameniti in its flagship New York City location.
YOTEL and Ameniti
As part of its strategy to provide value to its guests, YOTEL aims to reduce the amount of employees at its front desk. Because this means there are fewer staff on hand, the New York property was searching for a way to reduce the number of calls made to the hotel in the first place. With Ameniti’s automated communication services, guests are now able to ask questions from their mobile devices and receive an instant response without any intervention from staff. This gives guests the luxury of immediate answers, and gives staff the opportunity to focus on in-person interactions with guests.