Implementation of chatbots in HoReCa: success cases

The hospitality sector is actively integrating digital tools to enhance customer experiences. Among these innovations, chatbots are revolutionizing guest services in HoReCa. From automating reservations to providing personalized recommendations, these technologies have proven their effectiveness in real-world cases.

1. Automating Reservations

Many hotels and restaurants use chatbots for quick and convenient customer interactions. For instance, Marriott International hotels have adopted chatbots as their primary tool for booking rooms through messaging platforms. This approach has reduced the average query handling time by 40%, significantly improving customer satisfaction.

2. 24/7 Support

Chatbots provide round-the-clock guest support. In the case of Hilton Hotels, the AI-powered bot "Connie" answers frequently asked guest questions at any time of day. According to Statista, this initiative has increased positive reviews by 25%.

3. Service Personalization

Restaurants use chatbots to recommend dishes based on customer preferences. For example, Domino’s Pizza has implemented a chatbot for order processing. The system remembers customers' past orders, creating a more personalized experience. According to company leadership, this has led to an 18% increase in repeat orders.

4. Interactive Communication

At the HoReCa IT Forum 2024, it was highlighted that chatbots are becoming a vital communication channel in social media. Platforms like OpenTable employ bots for managing restaurant reservations, significantly reducing staff workload.

5. Multilingual Accessibility

Multilingual bots are essential for international brands. At AccorHotels, chatbots provide information in 12 languages, enabling seamless communication with customers from different countries.

Results and Conclusions

Chatbots not only streamline processes but also save resources. Deloitte's research shows that communication automation can cut staffing costs by up to 30%, allowing more time for handling complex tasks.

Integrating chatbots is a step toward meeting the expectations of today’s consumer. They deliver speed, convenience, and personalization, which are becoming the standard in HoReCa. Businesses aiming to stay competitive should consider these innovations as a crucial part of their strategy.

Take a step closer to the future today by ordering a mobile app for HoReCa from QB Tools. It’s the perfect solution for your restaurant, casual café, sushi bar, or pizzeria to organize food delivery and implement a loyalty system for guests. Visit https://qbtools.com.ua to order your app.