In a world where technology is rapidly advancing, the importance of a personal touch in hotel technology management cannot be overstated. As hotels continue to invest in AI and automation to streamline operations, the need for human interaction in customer service remains crucial. According to a recent survey by McKinsey & Company, customers of all ages still prefer live phone conversations when seeking help and support from companies.
While AI can handle multiple tasks quickly, it lacks the ability to fully understand human emotions and provide empathetic responses. This is where live-agent support comes in, providing the personal connection that AI cannot replicate. Customers are willing to pay more for this personalized service, as it offers a level of understanding and expertise that AI simply cannot provide.
However, AI can still play a valuable role in customer service when used in conjunction with live support. Automation can help route calls efficiently and reduce call volume, while AI-powered bots can handle simple requests and gather necessary information upfront. This combination of AI and live support can provide a balance that better serves hotel finance departments and improves overall customer satisfaction.
As hotel companies continue to invest in AI for operational efficiencies, they must not overlook the importance of human touch in customer support. Technology solution providers that prioritize live-agent support are thriving, as they are able to build long-term customer connections and meaningful relationships. When seeking a technology partner, it is essential to look for providers that emphasize a human-first customer service strategy to ensure a positive and satisfying experience for all involved.