RIU debuts Claud·IA, an AI chatbot, for superior guest experience.

Published Date: 30/08/2024

RIU Hotels & Resorts has launched a new chatbot, Claud·IA, to provide personalized digital experience to its customers. The chatbot uses artificial intelligence technology to automate user queries and provide instant support.

RIU Hotels & Resorts has launched a new chatbot, called Claud·IA, to provide a personalized digital experience to its customers. This tool started operating on the RIU website in February this year in three languages  Spanish, English, and German. The company says it has been rolled out for 17 countries, with the aim of automating the answering of user questions.

In the coming months, the chain hopes to implement the tool in French, Italian, Portuguese, Dutch, Russian, and Chinese.

Developed with Gemini, the Claud·IA chatbot uses the advanced Gemini 1.5 Pro model. Juan Campins, VP of digital channels, said RIU is “advancing towards a personalized digital experience in real time.” “We want this personalization to be multi-channel, based on customer knowledge, the use of data, and the application of AI,” Campins said.

Since June, Claud·IA has included the function of being able to book directly via the chatbot and was given a personality, resulting in a significant uptake by RIU website users, the company says. Seventy-five per cent of the more than 1,500 questions that come in from users each day are instantaneously and satisfactorily managed, “without delay,” RIU says.

Users who are registered can also experience a customized service that feels more approachable and personalized, the hotelier says. The chatbot understands when customers want to make a booking and asks them the relevant questions (hotel, number of rooms, dates, etc.) to generate a direct link to the hotel and the desired room.

Seventy-three per cent of users who initiate this availability process go on to make a booking in this way, the company says. Another advantage is how the chatbot records and saves information from conversations, allowing data teams to monitor the main topics, trends, weak spots, and potential occasional issues.

The hotel plans to continue expanding the functions of the chatbot over the coming months. Updates will include  adding more languages, activating the chatbot in the RIU app, potentially using voice communication, and developing new transactional functions, such as managing bookings and learning about the RIU Class loyalty program.

RIU is also working on offering a 360º customer service experience, which helps customers throughout their stay while in a destination. RIU says it is looking at other ways of applying artificial intelligence, including voice assistants, automatic content generation, and Contact Centre support with processing and managing emails.

The company says it also plans to use AI models to optimize revenue management, tackling inventories, rates, and the likelihood of cancellations.

About RIU Hotels & Resorts 

RIU Hotels & Resorts is a Spanish hotel chain founded in 1953 by Juan Riu Bertrán. The company operates over 100 hotels in 19 countries, offering a wide range of accommodation options to suit different needs and budgets. RIU Hotels & Resorts is a leading hospitality company that is committed to providing exceptional customer experiences through the use of innovative technologies like artificial intelligence.

FAQS:

Q: What is Claud·IA?

A: Claud·IA is a chatbot launched by RIU Hotels & Resorts to provide personalized digital experience to its customers.

Q: What languages does Claud·IA support?

A: Currently, Claud·IA supports Spanish, English, and German. However, the company plans to add more languages in the coming months.

Q: Can I book a room directly through Claud·IA?

A: Yes, users can book a room directly through Claud·IA. The chatbot will ask relevant questions to generate a direct link to the hotel and the desired room.

Q: What is the purpose of Claud·IA?

A: The purpose of Claud·IA is to provide a personalized digital experience to RIU customers, automating user queries and providing instant support.

Q: Will RIU Hotels & Resorts continue to expand the functions of Claud·IA?

A: Yes, the company plans to continue expanding the functions of Claud·IA, including adding more languages, activating the chatbot in the RIU app, and developing new transactional functions.

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