HTNG’s Voice Interaction Framework Workgroup has published a white paper that offers guidance and best practices for the implementation of voice technologies in hotels. The rapid growth of interest in voice-based hotel guest engagement makes this release particularly timely and valuable to HTNG members and the broader community of hoteliers.
Key industry players from hotelier and technology vendor communities met bi-weekly over the course of 12 months to identify and vet suggested guidelines for the implementation and operations of voice-based technologies, along with use cases and management features to be employed by hoteliers. The workgroup aims to give hoteliers a jumpstart in how they are thinking about the implications of voice technologies on their properties, saving them the time and effort associated with developing a unique voice interaction framework for their portfolio.
This framework ultimately gives hoteliers and technology vendors a common language to discuss the implementation and management of voice-based technologies in hotels and ensure that hotel guests and staff have a positive experience with the rapidly evolving voice medium.
HTNG's Voice Interaction Framework Workgroup was led by chairs David Berger, CEO of Volara, and John Swain, director of product management at Evolve Controls.
“Adoption of voice-based technologies in hotels has been rapid and varied,” Berger said in a statement. “These frameworks and guidelines—which result from months of collaboration between both hoteliers and hotel technology professionals in the HTNG Voice Standards working group—aim to ensure the adoption of minimum viable practices for the management of guest-facing experiences using voice-based technologies, while allowing for ample opportunity for creative differentiation.”
“This white paper serves as a great primer for any hotelier looking to implement voice-activated controls to enhance the experience of their guests,” Swain added.
The "Frameworks and Guidelines for Implementing Voice-based Solutions in Hotels" document is available for download here.