1.8.2019
The idea of being able to automatically engage with guests in real time using artificial intelligence (AI) is now reality, thanks to the advent of new technologies such as digital personal assistants that proactively communicate with hotel guests via text messaging and voice-based chatbots. One of the companies leading the charge is Go Moment,
which over the past five years has pioneered the world of real-time artificial intelligence guest communication solutions for the hospitality industry.
Best known for its smartconcierge Ivy solution, the company today announced the launch of Ivy Analytics 2.0, which it is billing as the world’s first enterprise-ready real-time hotel guest engagement and staff productivity business intelligence tool.
According to the company, the business intelligence and analytics capabilities give hoteliers unprecedented visibility into guest engagement and communications at scale. Hoteliers get an immediate snapshot of guest issues, which then influences hotel operations and evolves the guest experience by proactively reducing unanticipated or unaddressed guest service concerns.
The new data platform is designed to give hotel group executives the ability to review their analytics on a per-property basis, and also view success benchmarks and trends over time. These metrics can then be compared against other properties or in relation to a competitive set of other hotels.
Features of the new real-time analytics that hotels use to drive success include response time by all staff. According to the company, top-performing hotels that have utilized Ivy have a two-minute or less resolution time, improving guest engagement rates and raising guest satisfaction.
Another key feature relates to real time guest sentiment and campaign activity, with the aim of helping hoteliers better grasp the impact of service delivery on guest satisfaction. This conversion datapoint looks at guest feedback at mid-stay, and how many guests look to write positive reviews.
Other analytics include total outgoing and incoming messages, number of times guests are successfully reached, total unique guest responses, engagement rate, and average staff resolution time per user and as detailed as hotel staff person by name. According to the company, staff using Ivy were measured to be 8% more engaged per year.
According to reports, Ivy was installed in tens of thousands of new hotel rooms last year, including most of the hotels across the Caesars Entertainment portfolio. Caesars won the 2018 HT-NEXT Visionary Award for its implementation of Ivy. The guest communications platform is now available to more than 25 million guests, and the launch of Analytics 2.0 should help keep the company on a continued growth trajectory.