Tourexpi
RIU Hotels & Resorts presents its innovative chatbot based on artificial intelligence: Claud·IA
This
innovative tool, reflecting RIU’s commitment to adopting advanced technologies
to improve customer experience, started operating on the RIU website in February of this
year in three languages: Spanish, English and German. It has been rolled out
for 17 countries, with the aim of automating the answering of user questions.
In the coming months, and with the aim of offering this experience to all the companies
where it operates, the chain hopes to be able to implement the tool in the
following languages: French, Italian, Portuguese, Dutch, Russian and Chinese.
The
Claud·IA chatbot, developed with Google Cloud and DialogFlow technology and
with the support of RIU’s strategic partner Emergya, uses the advanced Gemini
1.5 Pro model which is one of the best in the world. This positions RIU at
the forefront for its use in advanced chatbots.
Juan
Campins, VP of Digital Channels, explains that at RIU “we are advancing towards
a personalised digital experience in real time. We want this personalisation to
be multi-channel, based on customer knowledge, the use of data and the
application of AI. Our aim is to constantly improve customer experience, both
digitally and physically, and continue developing tools that optimise our
internal management.”
Since
June, Claud·IA has included the function of being able to book directly via the
chatbot and was given a personality, resulting in a significant uptake by RIU
website users who have quickly taken it all on board. 75% of the over 1,500
questions that come in from users each day are instantaneously and
satisfactorily managed, without delay. Users who are registered can also
experience a customised service that feels more approachable and personalised.
The chatbot understands when customers want to make a booking and asks them the
relevant questions (hotel, number of rooms, dates, etc.) to generate a direct
link to the hotel and the desired room. 73% of users who initiate this
availability process go on to make a booking in this way. Another advantage of
the chatbot is how it records and saves information from conversations,
allowing data teams to monitor the main topics, trends, weak spots and
potential occasional issues.
The
hotel plans to continue expanding the functions of the chatbot over the coming
months. Updates will include: adding more languages, activating the chatbot in
the RIU app, potentially using voice communication and developing new
transactional functions, such as managing bookings and learning about the RIU
Class loyalty programme. RIU is also working on offering a 360º customer
service experience, which accompanies customers throughout their stay at their
destination.
This
is all while RIU continues to explore new areas for applying artificial
intelligence. These areas include: voice assistants, automatic content
generation and Contact Centre support with processing and managing emails. The
company also plans to use AI models to optimise revenue management, tackling
inventories, rates and the likelihood of cancellations.
For
further information please visit: www.riu.com
Image
Credit: © RIU Hotels & Resorts
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