What seemed like something far into the future is right here, right now. Alexa, turn off the bedroom lights. Siri, find me a luxury hotel in downtown Chicago. Hey Google, show me photos from my stay at Hotel ABC. Asking assistance or search using your own voice simplifies what you want and the right result should happen, right? Read on for Google’s Focus on AI-First and the Implications for Your Hotel.
Well behind what seems like simple voice commands are companies like Apple, Facebook, Microsoft and especially Google blazing the way through AI and machine learning. In fact, Google’s May 2017 keynote made clear that they were moving away from their mobile-first approach to an AI-first focus.
From Mobile-first to AI-first
Mobile-first meant that, when designing websites, you would first need to design your mobile website and then work your way up to create a responsive desktop design. Since most web searches are now on mobile, Google had their primary search engine index based on mobile version content.
Now Google’s focus is toward applying AI to solve problems and accomplish tasks through relevant searches that rely on the use of conversation – natural language – instead of typed keywords. Essentially they are using natural voice as an input to computers and using training to make it easier for speech recognition.
They have even gone so far as to use enhanced picture attributes for image recognition – not saying a word but simply snapping a photo of a marquis with a band or play’s name and, just from the photo, know to search out dates/times for the event displayed.
AI and the Hotel Industry
Google’s latest focus shows how they expect artificial intelligence to become a very large part of our lives – from products to services – and the hotel industry has and will feel its effects as well.
Google says 20% of mobile queries are voice searches and, with 1.2 billion mobile web users worldwide, voice queries with the likes of Cortana, Google Now or Siri will continue to grow. The result will be users moving away from desktop and using only mobile or home-based products like Google Home, Apple’s HomePod or Amazon Echo for their searches.
In the hotel industry, some brands have already begun to incorporate AI into hotels.
Leading Hotels of the World has been using AI to improve the hotel research and booking processes. There’s also AI concierge Connie used by Hilton Worldwide or, more recently, AI Rose at the Cosmopolitan of Las Vegas. Then there is AI chat bot Edward at the Radisson Blu. Now the latest to consider guest and employee services through AI is Best Western who is testing Amazon Dot devices in its hotels. In all cases, these AIs are designed to deliver the best guest experiences and at the same time alleviate some staff workload.
For hotel industry websites, you will need a strong mobile-friendly site providing relevant content to create the best possible mobile user experience. From personal mobile devices, to home to hotels, the rocketing presence of AI into the world – and into the hotel industry – is a sure thing and Google is leading the way. So hoteliers need to be ready for the next wave of what it takes to provide great customer service.