Delivered at 'Buy Tourism Online' in Florence in March 2019 this talk explores the lessons learned in delivering voice experiences in hotels and where we are in the adoption of these services. Full narrative available here: https://www.sayitnow.ai/news/2019/3/22/4-years-with-alexa-lessons-learned-in-hospitality

1. DOES HOSPITALITY GO AI?
LESSONS LEARNED FROM EARLY ADOPTERS

2. Marriott - Hotel Concierce
2
@charlescadbury
@sayitnow_ai

3. 3
1. What
a. In room Alexa powered concierge
i. Out of room messenger concierge
2. Why
a. Commoditisation of hotel market
b. Information about guests needs
c. Relevant presence on digital channel
3. Benefits
a. Lead by Marketing team, this was cheap PR & Brand positioning
i. Talking to a rising affluent millennial demographic, putting Marriott in
their radar
b. Ability to sell extra services through a digital channel (taxi’s excursions etc.)
c. Experience you cannot replicate at home (or at Air BNB)
i. TV
ii. Concierge
@charlescadbury
@sayitnow_ai
Marriott - Hotel Concierge

4. 4@charlescadbury
@charlescadbury
@sayitnow_ai

5. 5@charlescadbury
Gartner Hype Cycle 2016
Natural Language
Question
Answering

6. 6
@charlescadbury
@sayitnow_ai
Amazon makes its move
June 2018

7. 7
@charlescadbury
@sayitnow_ai
So why is this not in all hotels?
Challenges
1. Integrating with existing infrastructure
a. Loyalty
b. Personal data & GDPR
c. Smart room
2. Every location is unique
3. Customer readiness

8. 8
@charlescadbury
@sayitnow_ai
We always
overestimate the
change that will
occur in the next
two years and
underestimate
the change that
will occur in the
next ten. Don't
let yourself be
lulled into
inaction -
Bill Gates

9. 9
‘Billion user
club’ driving
immediacy
culture
@charlescadbury

10. 10
Your assistant
Always With You
@charlescadbury

11. 11
2019 - 3.9 Billion Messaging Users
Messaging
tipping point
>50% global
population
(2019 - 7.79bn)
@charlescadbury
@sayitnow_ai

12. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
2. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
3. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai

13. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai

14. The path to Conversational Commerce
3 important steps
1. Trust
Customers need to trust that they can ask questions and immediately get
back the correct results.
1. Personalisation
Each engagement allows you to learn a little more about your customer and
then deliver ever more tailored responses. Over time you will automatically
communicate with each customer uniquely. This increases trust and
relevance.
1. Activation
Once you have an engaged customer, communicating with your brand
through a trusted, personalised, channel they are more likely to positively
respond to outbound offers and and conversion rates will increase.
@charlescadbury
@charlescadbury
@sayitnow_ai

15. This is where your customers want to reach you, do
you have a compelling presence in messaging
environments?
15

16. 16@charlescadbury
Gartner Hype Cycle 2017
Source: Gartner 2017

17. What questions do you have?
charlie@sayitnow.ai
www.sayitnow.ai