C Introduction plan for a chatbot
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Assignments
Name of assignment
Introduction plan for a chatbot. This bot is mainly planned to be used in communication with (potential) guests.
Situation
Communication is becoming increasingly digital. Many questions by guests are recurring and can be answered by a script, by FAQ lists or by Artificial Intelligence with communication devices. Of course, the hotel is not very large, but with 10,000 guests a year, there is a lot of communication. Until now, the hotel hasn't done anything special with this: e-mail, a telephone with a voice response system was the most important thing.
Goal
Jill wants to investigate whether a big chunk of the communication can be done more efficiently, effectively and better with an online chatbot. She want to have an overview of the (basic) functionalities a chatbot can perform taking into account the size (and budget) of the Emerald Forest Hotel. An overview of the pros and cons is needed, and insights on how the adoption could go. Having this plan, Jill Jandal is able to decide whether to continue with this idea. In the end, customers should benefit from this chatbot, staff and especially receptionists should be supported by it and not feel like their jobs are at risk.
Task, deliverable
To make it concrete, an introduction plan is need with the pros and cons of a chatbot. An estimate of the costs is needed, as well a tasks and requirements related to such an technical adoption. An overview of the timeline is important, and insights in the lessons learned of other hospitality companies.
Assessed elements
- Are the pros and cons clear and specifically applied to your hotel and it's situation and size?
- Are the costs and timeline somehow realistic?
- Has the customers perspective been taken into account?
- Is it in line with the hotel strategy?
Additional information
- Staff
- Guests
- How chatbots can help hospitality
- Adoption of robots by tourist companies
- Importance of chatbots
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