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Chatbots – A trending tool to enhance customer experience

The customer experience is the pivotal point for every hospitality organization. As much as a good experience can create the best marketing avenue for the organization, a poor experience can lead to severe reputational damage. Staying engaged with guests, responding to their enquiries speedily, and attending to any problems immediately is a simple strategy to ensure the quality of the guest experience.

This is where chatbots can step in. Conversational chatbots can be the perfect assistant for the hospitality staff in delivering personalized and engaging experiences. From simple rule-based chatbots to AI-based chatbots, this technology has developed over the years to become a simple yet powerful solution in the hospitality industry. Unsurprisingly, the global chatbot market has been on the rise for the past few years, with it expected to grow to $9.4 billion in 2024 at an annual compound growth rate of 29.7%, according to Business Insider.

 

What does a chatbot do?

Chatbots use Natural Language Processing to extract specific information from conversations, be it text-based, speech-to-text, or speech-to-speech conversations. It allows the chatbot to identify the purpose of the message and select the appropriate auto-response or direct the enquiry to a human agent. Once the intent is recognised, chatbots can also search its database and provide answers or relevant resources. For instance, if a guest asks the in-hotel chatbot for directions to the hotel spa, the chatbot can pull up a map and provide interactive directions instantly. On the other hand, if a guest wants to set up a special dinner for their partner’s birthday, the chatbot can forward the request to the relevant staff member.

How does it enhance customer experience?

Instant, 24/7 service

It is hardly a secret, that customers hate to wait, whether in a physical queue or a digital conversation. It is especially challenging for the hospitality sector since customer queries can come from all over the globe from different time zones. Besides, a guest who needs assistance at 3 am is not going to be happy if they have to wait for an operator to pick up their requests.

A hotel chatbot can instantly assist customers with round-the-clock support, eliminating most waiting times. Even when the staff is unavailable, chatbots can continue to support the guests, creating a seamless experience. Moreover, since chatbots can cater to multiple requests at once, customers can get instant services even on the busiest days.

 

Personalized experiences

AI-based chatbots are programmed to analyse information received throughout a string of conversations with a particular customer to identify their preferences. They can use this information to provide suggestions that are relevant and personalized. This information will also be useful in more personalized upselling and cross-selling. Moreover, these chatbots can generate reports and analytic data that enable the hotel staff to identify customer trends and effectively cater to them.

Another impressive feature of chatbots is that they can be configured to accommodate multiple languages, dialects, emojis, and even typos. Customers are undoubtedly going to be delighted to be interacting with digital services that can cater to them in their comfort zone instead of making them second-guess their language skills.

Support throughout the guest journey

Chatbots can create a consistent and seamless guest journey from pre-booking to post-stay. This technology can detect customers who linger in the booking process and offer assistance as required. Chatbots can also guide the guest through their stay, suggesting activities and services based on the guest profile. Once the guest is ready to checkout, a chatbot can pick up guest feedback, taking in both positive and negative comments, making the guest’s opinions feel heard and acknowledged. Even after the guest has left the establishment, chatbots can reach them on various channels and let them know about any hotel updates and ongoing promotions.

Moreover, with AI-based chatbots, there won’t be any missed customer queries or missed tasks. These chatbots can be set up with notification and reminder systems to notify the staff about any job pending with a particular customer.

In the era of social distancing and personalized services, chatbots can drive conversations and enable meaningful engagement with customers. The relevant and attentive service chatbots provide comes a long way in creating seamless and memorable experiences for customers.

How Dancercise can uplift your mood

Hello! I am Tripura Kashyap, a pioneer of Movement and Dance Therapy in India. I work with professionals from different fields – Education, Arts, Healthcare, Spirituality, Ecology, Social work, Psychology, etc. A mantra that I constantly repeat ad nauseum in every workshop, course, or session is “Movement is our universal mother-tongue, it acts as a natural anti-depressant and leads to the much-needed digital detox for all” 

Remember that dance is a form of self-expression and consists of all the myriad movements your body produces. A daily dose of dance (to your favorite piece of music) puts you in a positive state of being each day. You feel energized, mobilized and positive about life, relationships, and work. There is a scientific reason for this – As you dance spontaneously and move to music, endorphins (brain chemicals) get released and promote euphoria and make you feel high on life (for no reason at all) – a sense of physical, emotional, and mental well-being envelopes you and readies you for the day. 

The method of spontaneous dancing is very simple! Once the music comes on, move each part of your body the way you want, one by one for a few seconds; The head, shoulders, chest, spine, arms, hips, knees, and ankles. End this experience by moving the whole body as a unit with all the body parts moving together to the rhythm and melody of the music. As sweat breaks out, your heartbeat gets stronger, your muscle tone gets enhanced, your joints loosen up, your mood alters and your body and mind feel alive and invigorated – imagine feeling these body-based enhancements on a daily basis and the manner in which the quality of your life would change. 

This activity is the first stage in becoming comfortable with your body language – You must be familiar with the fact that 75 % of all your communication with others happens through this amazing body language! Your body can speak, express, think, memorize and communicate your stories and emotions through movement. You need this movement experience as much as you need food, water, air, and clothes because movement is primal to human nature – we were all born with movement (that is the first thing we did in our mother’s womb) and unfortunately, most people have forgotten to move now (thanks to the recent pandemic and the comfort of our smartphones – human movement language has shrunk to the tips of our fingers!). 

Many people find many reasons to get stuck to their chairs and beds and have further immobilized themselves leading to overweight bodies, de-energized souls, and loss of spirit. Movement and dance will unlock these bodies and unchain the spirit so one feels more human and alive and most importantly connect to oneself and develop resilience to face all challenges that life throws at us. 

Another interesting phenomenon is that the body and mind are continuums of each other – significant changes that occur in the body affect the mind too! When you dance with your body, the joy, and openness your body feels also transmits to your mind. As you dance, your mind begins to feel hopeful, positive and feels nourished and nurtured as much as the body does – as the mind relaxes you are able to think better, become more creative, and break out of the limitations that have boxed you from exploring your complete potential. 

Another fact is that in our contemporary lives, we are all living in a ‘parallel virtual-digital universe’ through our mobile phones and laptops. Dance helps us escape from this digital trap and experience our real embodied lives – As we move and dance to music in solos, or with a partner or in small groups we feel the ‘here and now, we feel a deep self-awareness and experience interpersonal bonding with others too.  This could become a powerful experience of using dance as ‘digital detox’ which we all sorely need to carry on with our meaningful lives! We need to get out of our straitjacket-like chairs and dance with ourselves, our families, and co-workers to feel our mood shifting towards a positive zone, laugh at ourselves and with each other. 

How can you bring this movement practice into your life as part of your daily routine? Push yourselves for 21 days to move half an hour a day to any kind of music of your choice (vocal or instrumental), using any kind of movement that arises in your body every morning. After these 21 days, your body will demand dance and movement each day from you and you will gradually make permanent the positive effects of this amazing art form on your body, mind, and soul. So do Move, do Express, and do Transform your lives through dance and movement! 

 

Bo-tai Switch

bo tai, delhi – bo tai, a modern thai bar & grill concept is a perfect blend of cosmopolitan italian design with the vibrance of thai hues. a smart casual vibe clubbed with a serendipitous coziness, bo-tai is designed for the young and socially smart champagne set. a smart, spunky verbal ‘pun bow-tie’ that represents both the style and flavor of oriental cuisine. it is a concept set against international decor, which is contemporary thai and italian. ‘tai’, is imperfect insinuation of the food philosophy.

Bo-tai Qutub

bo tai, delhi – bo tai, a modern thai bar & grill concept is a perfect blend of cosmopolitan italian design with the vibrance of thai hues. a smart casual vibe clubbed with a serendipitous coziness, bo-tai is designed for the young and socially smart champagne set. a smart, spunky verbal ‘pun bow-tie’ that represents both the style and flavor of oriental cuisine. it is a concept set against international decor, which is contemporary thai and italian. ‘tai’, is imperfect insinuation of the food philosophy.

8 Steps to how businesses can manage diversity successfully in the workplace

As I was interviewing some prospective candidates for a job interview, one of the questions I asked most of the candidates was “What is your view on “Diversity & Inclusion” ?

I was surprised that not many had an idea and a couple of them, who had some understanding related to this is either gender diversity or that India is a diverse country. Is diversity only limited to ‘gender’?   There is a need to understand the much wider scope of diversity and that diversity without Inclusion is meaningless.

Many corporates over the years have been speaking about diversity and some of them even relate this to Corporate Social Responsibility (CSR).  However, the fact is that this is not a  CSR, it is not hiring & promoting  more females into the organization, nor is it rolling out pleasant and small time benefits for the female employees.   It is not a   ’good to have’ but a ‘Must Have’ part of your business strategy, if today’s corporates wish to be globally competitive and become respected businesses. It needs to be looked at as one’s own responsibility towards the organization, towards the community of equals that you would like to build around you.

Diversity and Inclusion truly is a MINDSET CHANGE.

First and foremost, the corporate world needs to introspect whether they want to talk about Diversity only ‘to appear right’ or they truly believe in ‘being right’.  If it is the latter, then diversity alone is meaningless, we need to be inclusive in our approach.  For example, even if we hire a diverse workforce, what is more important is how ‘inclusive’ are we towards people with different gender, abilities, thoughts, beliefs, viewpoints, ethnicities and many more.  Without inclusion diversity has no relevance.  Therefore, before we even make diversity as an initiative in corporates, there is a need to have an inclusive mindset.  How many of us are willing to accept a person who is with ‘special abilities’ as a Manager , or for that matter from a ‘different gender’.    Do we welcome different viewpoints from our peers or our team members or do we stereotype them?  How true are our intentions towards taking initiatives around diversity?   The leadership needs to first and foremost have genuine and true intentions towards diversity and inclusion and win the trust of the entire organization by ‘walking the talk’.  To my mind, this is the STEP ONE and needless to say that STEP ONE is the most difficult one and is the biggest milestone.  Once this milestone has been achieved,  the rest of the journey  becomes a lot more seamless.  This journey can be instrumental in the organization turning from ‘Good’ to ‘Great’.

 

Some key points if kept in mind would lead to a totally effective and joyous experience for all.

  1. Involve all the stakeholders
  2. Effective Communication within the organization
  3. Training on Emotional Intelligence and Respect at work for all
  4. Walk the talk
  5. Diversity and Inclusion to be a part of the KPIs at all levels
  6. Diversity and Inclusion to be a non- negotiable value
  7. Define a ‘measurement criteria’ of the organization moving in the right direction
  8. Take course correction as and when required

Roseate Hotels & Resorts

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DEALING WITH THE CHANGE

Every DLC Global Committee is committed to provide members with an unrivalled edge in business knowledge and lifestyle enhancement cues. Very importantly, it aims to build, support and nurture an inclusive culture of positive social change – thus ensuring that every DLC Member rises from a Life of Success to a Life of Significance