AI Powered Chatbots Redefine Guest Services

Today’s hospitality guests expect fast, accurate responses to their questions about bookings, amenities, local recommendations, or special requests. To meet these high standards and improve guest satisfaction, we developed an advanced and contextualised AI powered chatbot for a leading hotel client. Powered by a fine-tuned Generative AI model (Large Language Model), this chatbot delivers contextually aware and personalized responses with unmatched accuracy and relevance. 

The chatbot leverages Retrieval-Augmented Generation (RAG) techniques and memory capabilities (called ‘embeddings’) to integrate and pull data from a wide range of customer information sources, such as websites, Excel files, and Word documents. This allows it to “remember” context and provide customized responses that are as reliable as they are timely. From enquiries about room availability to on-site services, the chatbot is equipped to handle thousands of queries, ensuring that guests receive swift, relevant information based on the latest data. 

This AI-driven solution enhances customer experience and frees hospitality teams to focus on high-touch interactions and personalized guest care. The best part? The technology can be adapted to other industries, delivering the same responsive service tailored to their unique needs. 

Download Your Free Guide to Hospitality Automation 

Curious about how AI and AI Powered Chatbots can elevate your hospitality operations? Download our free Hospitality Automation E-Book to explore more use cases and discover how automation is transforming your competitor businesses from guest services to back-office functions.  And how could Centelli and AI also transform yours? 

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