Last year, Aloft London Excel launched a service allowing guests to order room service with emojis. Now Radisson Blu Edwardian has introduced a virtual assistant you can text for help.
A dozen Radisson Blu Edwardian hotels in the UK, including in London, have introduced their new virtual assistant named Edward. If talking to a human concierge is a bit too time-consuming for you, you can send Edward a text instead. He can help with anything from maintenance issues to what the weather is like. Guests can request amenities, get information about the local area, and even send in their complaints.
You’ll find Edward at Vanderbilt in South Kensington and at the Heathrow hotel.
He uses intelligent text-based interactions to provide almost immediate replies to your requests and questions. Hotel staff can then help to fulfill any requests you have made. You can even ask for a callback if you would rather speak to a human right away.
The service is 24/7 and uses Aspect’s cloud-based Customer Experience Platform. It uses a natural language understanding interface to make sense of the conversational texts that guests send. It then communicates back in equally conversational language. It is linked to existing hotel software for quick and seamless replies to requests and enquiries.
According to Radisson Blu Edwardian’s press release, the service is “part of a wider project to digitally transform the way that Edwardian Hotels London engages with guests across every touch point”.
Michael Mrini, Director of Information Technology at Edwardian Hotels London, said: “Edwardian Hotels London places a high value on our brand and it is imperative that we evolve our guest experiences to meet growing consumer demand for more digital interaction. The hotel’s recent rebranding is indicative of this initiative, and Edward is a fun and personalised way for our guests to enhance their experience and engage with us.”
We’re certain to see more of this automation and digitisation of customer service in the future. An increasing number of hotels have concierge apps and messaging services to make the guest experience easier.
Photo credits: Edwardian Hotels London, Radisson Blu Edwardian, Vanderbilt, Radisson Blu Edwardian, Heathrow.