Guest engagement platform Routier has joined Volara’s secure voice integration hub. By combining Volara's conversation-management software with Routier’s guest-facing engagement solution, hotels will be able to expedite two-way contactless communications between guests and staff in a bid to bridge the gap between voice and text. Guests can speak requests to smart speakers with voice assistants powered by Volara and receive replies, updates and more via Routier’s guest MessageHub.
“In today’s new world, hotel guests will want their experiences to be as contactless as possible, especially when it comes to interacting with staff,” said Routier CEO Gal Bareket. “That means getting simple, quick answers to their questions and even faster resolutions to their problems. Instead of requiring guests to use the in-room phone or tablet to make requests, or forcing them to walk down to the front desk and encounter other travelers, Routier teamed with Volara so people can simply ‘Ask Alexa’ for what they need. Once a verbal request is made, hotel staff are alerted in real-time over the integrated Routier Hotel Management Platform, and then continue the dialogue using MessageHub. They can also solve any issues within our Ticket Management Platform. It’s here that we reply intelligently to multilingual guest questions, requests, and complaints while collecting valuable guest data and feedback. This helps hotel brands meet the requirements of digital-age travelers while improving guest service and operational efficiency.”
Keeping all communications in one channel will make it easier for hoteliers to track and interact with all guest conversations, from service requests, notifications and upsell offers to reservations and complaint resolution. Using artificial intelligence-based technology, the solution automatically answers guests' questions, takes requests, manages complaints and makes recommendations, thereby freeing up hotel staff and delivering operational efficiencies. By establishing a centralized messaging hub, all conversations with guests, via all messaging platforms, are carried out in one, easily trackable thread, eliminating communication silos. Guest requests can be routed through a call center and attached to a service ticket, saving staff time and expediting resolution for the guest.
“When hotels reopen, this type of contactless, two-way communication will be key to attracting travelers and building market share,” said Volara CEO Dave Berger “With Routier now part of our rapidly growing integrations hub, we can give hoteliers the tools they need to streamline all guest communication and give guests a touchless way to connect virtually to the people who will make their stays exceptional.”
Routier uses messaging channels like SMS/text messaging, Instagram, Twitter, WhatsApp, WeChat, Facebook and others to connect guests to staff.