How Can Voice Assistants Help Hotels Battle COVID-19

How Can Voice Assistants Help Hotels Battle COVID-19

Written by Brendan McMahon

June 2, 2020

COVID-19 has had a devastating effect on all business but especially the travel industry with hotel room rate occupancy diving as low as the high teens in local market of Hong Kong. While this brings about enormous challenges, not least of which is survival for those businesses able to see the bigger picture and reallocate resources, there is some light at the end of the tunnel.

First and foremost is of course the need to be more prepared and offer higher levels of cleanliness and sanitation as a differentiator. Mindful of this, technology can help transform the business, increase revenues, reduce costs and improve the customer experience and offer solutions to put guests’ minds at ease.

The main technology driver for COVID-19 readiness is to reduce friction in physical contact by reducing exposure at check-in, check-out and increasing the availability of customer service by enabling Voice Assistants on personal mobile devices for executing requests, commands, and accessing guest services like housekeeping and room service.

VOICEii offers hoteliers the ability to have a single multi-lingual Voice Assistant which takes care of simple Concierge and Front Desk requests as well as more involved requests to make restaurant reservations and travel bookings. VOICEii also handles commands in smart hotel rooms to control lights, blinds, heating, and other technologies on demand helping reduce physical interaction with switches and hardware.

 

VOICEii provides multi-lingual capabilities for all your guests to help them feel safe. VOICEii is available on guest mobile devices and can be integrated to cover the entire customer experience in the hotel. It can act as a mobile keycard, perform automatic check-in and check-out.

Of course, there are times when the personal touch cannot be substituted but these new technologies offer multiple reasons why they are indispensable for hotels of hte future besides just responsible health management. Voice Assistants improve customer experience, reduce service costs, offer incremental revenue opportunities and let your loyal customers know you are an innovative brand.

Reduce exposure at check-in, check-out and improve customer service through Voice Assistants

Besides offering multiple efficiencies and new revenue services, Voice Assistants are an excellent tool for addressing guest concerns on exposure to COVID-19.

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Voice Assistants for Healthcare Bring Comfort and New Levels of Care

Voice Assistants for Healthcare Bring Comfort and New Levels of Care

Written by Brendan McMahon

June 1, 2020

Healthcare organizations are looking for cost-effective virtual healthcare assistants to increase patient engagement, reduce the cost of care, and improve outcomes. Developments in the sector include virtual assistants that simplify the signup and onboarding process for health providers and clients, bedside assistants who help communication between medical staff and identify and fast-track panic calls where appropriate. Other solutions bring long term care into the patient’s home through a secure connection to health providers for care in the community. From professional providers, assistants can plan, educate and track ongoing knowledge and training. And of course with COVID-19 at the front of most people’s minds, Voice Assistants can provide essential up-to-date information, access to screening provision and answers to questions about the disease.

At VOICEii, we continue to focus on developing our ‘Across Language Voice’ solutions. We welcome, enquiries for Healthcare providers who seek solutions for a mono-lingual or multi-lingual Voice Assistant. We believe clients need to have a solution that allows scalability and extensibility to cater to all languages.

 

“Our mission has always been to transform lives through the power of voice and conversational AI.

One beneficiary of the exploding demand for Hospitality services is Orbita, a US-based Healthcare Voice Assistant provider which just closed USD$9m in funding to roll out Voice Assistant services.

VOICEii Launches 'Across Language Voice' Initiative

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Why Companies Must Focus on Voice of the Customer

Why Companies Must Focus on Voice of the Customer

Written by Brendan McMahon

May 20, 2020

A recent report on Customer Experience shows that over 77% of enterprises believe customer operations, including Voice of the Customer (VoC), will be positively affected by AI.

The study by NTT (NTT’s 2020 Global Customer Experience Benchmarking Report) reveals that CX strategies need to be clearly formulated, managed and delivered. The top challenge for businesses is  ease of resolution.  When it comes to Voice Solutions, having a multi-lingual approach so every customer can get access to services and information with as little friction as possible. This translates to a better customer experience. A well-defined CX strategy and clear leadership are the foundation for a truly connected, effortless CX that will create value for your customers.

Meanwhile, at VOICEii in our backyard, we continue to focus on developing our ‘Across Language Voice’ solutions as we believe clients need to have a solution that allows scalability and extensibility to cater to all languages; i.e. solving the scalability of multi-language rollout.

 

CX strategies need to be clearly formulated, managed and delivered. The top chaellenge for businesses is  ease of resolution.

Companies in Hospitality need to focus more on the portion of customers who do not speak the local language or risk losing out as Voice technologies become more and more common in Hotels and Entertainment and event spots. 

VOICEii Launches 'Across Language Voice' Initiative

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Big Mac Owner Moves into Voice

Big Mac Owner Moves into Voice

Written by Brendan McMahon

September 29, 2019

Watch out for Voice arriving in fast food burger joints in a neighbourhood near you sometime soon. McDonald’s have announced an agreement to acquire Apprente, a voice-based, conversational technology company based in Silicon Valley.

Apprente, a Silicon Valley startup, had only been in business for 2 years with a focus on development on voice solutions for complex, multilingual, multi-accent and multi-item conversational ordering”. Seems like they tailored their business model to attract the likes of McDonald’s and it all worked out well.

Never one to sit on its heels, McDonald’s are keen to stay ahead of the technology curve. The buzz is that McDonald’s have been looking for a partner for some time and drew up a shortlist before deciding on Apprente after piloting solutions in some of their key outlets.

According to the Press Release from McDonald’s, the focus will be on “faster, simpler and more accurate order taking at the Drive Thru with future potential to incorporate into mobile ordering and kiosks.”Given that McDonald’s has nearly 38,000 outlets around the world, that’s a lot of work to be done. The question is whether the solutions will be rolled out to the majority of franchisees or offered on a voluntary basis. Someone needs to pay for the technology and, given that over 90% of McDonald’s outlets are run and managed by independents, it will be interesting to see the traction voice can get!

This isn’t the first and probably won’t be the last acquisition in Voice for the burger company given the explosion in startups developing new models for Voice in retail.But it looks like a good match for its current rollout of digital menu displays in both drive thru and in-store. The less scrolling  customers need to do the better. Voice can take customers to where they want to go. Besides getting the franchisees on board, the other challenge for McDonald’s and their new in-house Voice team is how to suggest and promote add-ons and up-sells in the context of voice.

Meanwhile, at VOICEii in our backyard, we continue to focus on developing our ‘Across Language Voice’ solutions as we believe clients need to have a solution that allows scalability and extensibility to cater to all languages; i.e. solving the scalability of multi-language rollout.

For more on this article, see also Mashable and coverage by Wired.

 

Image: Alex Tai/Sopa Images/Lightrocket via Getty Images

faster, simpler and more accurate order taking at the Drive Thru

McDonald’s hopes to improve customer experience and find new opportunities for incremental revenues across its 38,000 food stores

VOICEii Launches 'Across Language Voice' Initiative

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