The next step in digitalising hotels: ‘Edward the chatbot’

Hotels are finding new ways to offer service in new, digital ways. If you are staying at one of twelve Radisson Blu hotels in the UK, you can now text your requests or complaints to ‘Edward the chatbot’, digital butler.

Edward is the new virtual assistant at a dozen Radisson Blu hotels. The new digital concierge is programmed to please. It can able to report on hotel amenities, give directions and tips, and even receive guest complaints in a matter of seconds via SMS. The conversational chatbot operates on a tailored Customer Experience Platform (CXP) that is run by a contact center, self service, and workforce solutions firm.

Forbes reports that more and more digital assistants are now entering the hospitality industry. The site Booking.com recently launched its own chatbot for assisting with online reservations.
Bloomberg points out that the number of semi-streamlined and cloud-based chatbots is growing across various industries at high pace.

Further reading on forbes.com

Image by IBM