Artificial intelligence (AI) refers to the simulation of human intelligence in machines, enabling them to perform tasks that typically require human intelligence, such as learning, understanding language, problem-solving and decision-making. In hotels, AI is used in hotel chatbots that answer guest questions, in tools that draft replies and translate messages for staff, and in revenue management and operations software. In chatlyn, the AI answers guests on its own on WhatsApp, the website chat, Facebook Messenger and Instagram (within Meta's 24-hour window) and in newly created Booking.com inboxes, using the information the hotel has given it, and hands conversations that need a person to the team. On email, it drafts replies that staff check and send.
What is artificial intelligence (AI), and how does it work?
Artificial intelligence (AI) refers to the simulation of human intelligence in machines, allowing them to perform tasks that typically require human cognitive abilities. AI works by using algorithms and data to mimic human-like reasoning, learning and problem-solving, often through machine learning. The large language models behind today's chatbots are trained on vast amounts of text and generate answers word by word, which is why they give the most reliable answers when they draw on verified information, such as a hotel's own details on rooms, opening hours and policies.
What are some common applications of artificial intelligence (AI)?
Common applications of artificial intelligence (AI) include virtual assistants, image recognition, natural language processing, recommendation systems, autonomous vehicles and predictive analytics. In hotels, typical uses are chatbots on the website and messaging channels, reply suggestions and translation for front office teams, demand forecasting and pricing in revenue management systems, and the analysis of guest reviews. chatlyn uses AI for guest communication, so the team spends less time on routine questions and more on the guests in front of them.
