Instant replies: Guests don’t want to wait around for answers, so your chatbot must be able to respond to inquiries instantaneously.
Multi-channel functionality: The ability to communicate with guests on all channels (your website, email, SMS, Whatsapp, Facebook Messenger, WeChat, and more) helps a chatbot add maximum value.
Multiple language support: If your hotel welcomes many international guests, then you’ll want to find a chatbot with good multilingual support. When the chatbot can speak every guest’s language, it can significantly improve the guest experience because it knocks down the language barrier that might exist with in-person communication.
Natural tone and vocabulary: Nobody enjoys communicating with a chatbot that sounds like a robot or doesn’t understand what you’re saying, so it’s essential to choose a chatbot that understands slang and idioms.
Staff dashboard: No chatbot is perfect, and you will undoubtedly need to handle some complex inquiries manually from time to time. Chatbots include a dashboard that allow you to review all tickets and follow up on the ones the chatbot wasn’t able to resolve on its own.
Integrations: Maximize a chatbot’s power by connecting it to other systems at your hotel, like your property management system, your customer relationship management system, and your Facebook and Google pages.