Designing Intelligent Personalized Chatbot for Hotel Services
Farica Perdana Putri, Hira Meidia, Dennis Gunawan · 2019
Development of chatbot in customer services and sales are remarkable. However, there is only little research in developing chatbot-hotel in Indonesia. Chatbot has many advantages for both hotel and mobile users to improve convenience, reduce service, sales and support costs, one-to-one marketing and new data collections. Using chatbot, customers using smartphone can reach a hotel anytime and anywhere with personalized services related to their needs. The customers can find out availability of rooms, price, booking and have a personal front office that provide the real-time and context-relevant information about hotel services. Therefore, we develop an interactive intelligent personalized chatbot-hotel by using AIML and Google Flutter. Flutter is used as it is easy to develop the chatbot-hotel in the cross-platform mobile application. The outcome of this work is a prototype chatbot-hotel on mobile platform especially for Indonesian users. This chatbot includes all services in the hotels and able to give the personalized services to the customers before arrive in the hotel. It can accommodate the customer needs and to up-selling the hotel facilities.