Looking to leverage AI technology to help operators drive additional revenue, Hotel Communication Network has enhanced its guestroom tablet solutions with a virtual concierge. HCN’s offering comes in the form a human-looking AI Concierge persona capable of addressing guests individually with full voice integration and providing voice-activated access to all guest services during their stay, according to the company. In addition, HCN’s new ad-supported revenue model is designed to make the platform highly subsidized with a possible revenue share for hotels.
“Hoteliers, particularly those in the 4-star category, are facing smaller margins and increased competition,” HCN CEO Kevin Bidner said in a statement. “They are desperately seeking more revenue and a way of increasing guest satisfaction, especially if it differentiates them from their competitors. The HCN AI Concierge Tablet + ad strategy solves these problems. Ads enable hoteliers to get this first-of-its-kind amenity at a highly subsidized rate (or possibly no cost), plus earn a share of the ad revenue to increase bottom-line profit. We are rolling out this platform globally with one of worlds' biggest brands and we invite the rest of the industry to take advantage of this compelling opportunity.”
Targeted Marketing
While serving as a personal concierge, HCN tablets are actually a marketing engine in each guestroom, providing hoteliers with a targeted communication platform capable of integrating loyalty programs for deep personalization, according to the company. Tablets can integrate with hotel property-management systems and other guest room technologies, such as blinds, thermostats, room service and housekeeping. The company further noted that tablet usage rates often exceed 90 percent, compared to QR codes and mobile apps which often average less than 20 percent utilization.
HCN has added a mobile platform that mirrors in-room tablet content to guests’ mobile phones enabling them to take the AI Concierge with them and serve as a personal assistant throughout their stay.
The company further noted that the multi-lingual platform can motivate travelers to become a loyalty program member or encourage existing members to redeem points and access the benefits they have earned while staying at the hotel. In addition, the hotel property can promote revenue-generating programs, services and amenities, driving upsell and cross-sell opportunities, according to the company
“Travel is an $11 trillion market,” Bidner said. “HCN has turned its tablets into a global marketing medium capable of reaching millions of hotel guests with highly personalized offerings tailored to their profile with the hotel. The return on investment is instantly positive.”