In the last Blog, we explored (a) Message Automation Module and (b) Chat Module, used in the construction of ‘Unique Experience’ and ‘Value. As a premise, we formulated that guests ‘choose’ to stay at Bed and Breakfasts in anticipation of Unique Experience and Value. We are going to dedicate this Blog to introducing a module that is increasingly important to the construction of Unique Experience and Value: Conversational Artificial Intelligence (AI).
Conversational AI is a variety of AI that mimics the conversations that human beings have with each other. The readers would have already been familiar with Conversational AI if they have been in contact with a ‘Chatbot’, which is now widely employed by very large service-oriented corporations in multiple industries ranging from airlines to retailers and even healthcare. To illuminate further, ChatGPT is a prime example of conversational AI. Chatbot AI responses to questions posed as if the user is having a conversation with another human being!
The premise at this juncture is how Chatbots relate to the Bed and Breakfast industry? And, the answer is simple, the Bed and Breakfast industry is a service-oriented industry and guests expect ‘services’, which is part of the ‘Value’ proposition. Increasingly, more and more guests are using AI-based tools in their daily lives and that implies that the level of services that are expected have been ‘upended’ altogether. Put differently, part of the ‘Value’ that guests expect from Bed and Breakfast operators implies that expected level of clarity, both in terms of ‘depth’ and ‘width’, with regards to their queries have ‘increased’ to new and unimaginable heights. It is with this understanding of consumer behavior that Back and Better has incorporated the ‘Chatbot AI’ as a module, an extremely important module, in fact.
In the next Blog, we are going to illustrate this concept using relatable examples that not only bring forth the reasons Bed and Breakfast operators ‘need’ to implement AI tools in their operation but also solidify a very simple fact of carrying on a business, hospitality business included, in this modern day and age: ‘adapt or die’.
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