Dialed In: AI and Hospitality With Hannah Day

By Replicant
October 19, 2023

In the latest episode of Dialed In, Gadi Shamia was joined by Hannah Day, Director of Revenue Management & CRO Operations, Paramount Hospitality to explore the various aspects of customer service automation, AI in contact centers, and the hospitality industry.

Hannah’s journey in the hospitality industry started as an entry-level reservations agent and progressed to her current role overseeing revenue and operations. She embodies the value of beginning at the entry level, highlighting the importance of commitment and continuous learning in reaching higher positions in the industry.

The episode sheds light on the challenges faced by the hospitality industry during the pandemic, the role of automation in adapting to these challenges, and the benefits of using AI, such as large language models, to enhance customer service in the ever-evolving world of hospitality. Here’s a recap of their intriguing discussion.

Listen to the full episode here.

Climbing back from the pandemic. The conversation then turned to the impact of the pandemic on the hospitality sector. Hannah described how the pandemic initially led to a surge in calls related to cancellations and rescheduling. Still, as time went on, call volumes declined, and the company had to make tough decisions, including furloughing staff. The unstable labor market and the need to recover lost revenue played a significant role in Verma Hospitality Group’s decision to explore automation.

Starting and scaling with AI. Hannah discussed the importance of understanding call flows and technology when implementing automation, advising other contact center leaders to start small and gradually scale up their automation efforts. She stressed the need to align automation with customer needs and preferences, highlighting that guests often call to seek reassurance and personalized information that isn’t readily available online.

The impact of generative AI. The podcast also explored the impact of using AI, particularly large language models like ChatGPT, in customer interactions. Hannah praised the use of such models for their ability to handle casual and natural language interactions with customers. She highlighted how these models can provide extensive information and assist customers by drawing data from various sources.

Hospitality’s unique CX landscape. There are various aspects of AI and its impact on customer service to consider, especially in the context of a hotel contact center. Hannah mentions that AI can provide quick and efficient responses to guest inquiries, reducing the time it takes for human agents to gather basic information. She also touches on how guests generally prefer self-service options and mentions a positive experience she had with previous self-service systems. The conversation also touches on the changing role of customer service agents and the potential transition towards more automation. According to Hannah, patience and kindness will remain important qualities for agents in the future, as they interact with customers and navigate the evolving landscape of AI in customer service.

Measuring technology’s impact. The conversation also delves into the importance of metrics, with conversion being a key focus, especially in a sales-driven context like a hotel contact center. They discuss the goal of automating about 60% of calls with AI in the coming years. Hannah shares her perspective on the impact of technology on customer service, with a focus on AI, which has had a significant influence on their contact center and hotel operations. She highlights how guests’ ability to access information easily online has changed the way they approach customer service.

What’s next? Will AI will be destructive or beneficial in the future? Like many other brands, Paramount Hospitality Management opts for a “wait and see” approach, acknowledging the dual nature of technological advancements and smart implementation of new features. In the speed dial segment, Hannah shares her admiration for customer service agents who bring excitement and positivity to their roles. She also discusses the impact of technology in customer service and the unique challenges and opportunities in the hotel industry.

Listen to the full episode here.