News : Edwardian Hotels London Launches ‘Virtual Host’ Designed by Aspect Software
London, UK, May 9, 2016 -- Edwardian Hotels London launches a new ‘virtual host’ service to its hotel guests, designed by Aspect Software.
The artificially intelligent service, called ‘Edward’, is designed to deliver experiences for guests who prefer digital brand interaction. Available at 12 Radisson Blu Edwardian Hotels, including Heathrow and the Vanderbilt in South Kensington in London, the new Interactive Text Response (ITR) mobile SMS service will allow guests to check and request hotel amenities – such as towels or room service, get information about local bars and restaurants and even express complaints – simply by sending a text message. ‘Edward’ will respond within a few seconds.
The hotel’s chatbot is a new service and part of a wider project to digitally transform the way that Edwardian Hotels London engages with guests across every touch point, by using Aspect’s cloud-based technology.
The programme has been designed to cohesively join existing in-house developed software systems, to ensure a seamless response to queries. This will permit a swift response time for users.
"Edwardian Hotels London places a high value on our brand and it is imperative that we evolve our guest experiences to meet growing consumer demand for more digital interaction. The hotel’s recent rebranding is indicative of this initiative, and Edward is a fun and personalised way for our guests to enhance their experience and engage with us," said Michael Mrini, Director of Information Technology, "Having already been an Aspect customer, we are very excited to work with them to give our guests a truly unique and modern experience."
Joe Gagnon, SVP and Chief Customer Strategy Officer, Aspect said: "Texting and messaging will very soon become the simple and central entry point for the entire customer service ecosystem, since it’s quick, private and easy to use. It’s already a part of most smartphone owners’ everyday lives; it is much more convenient for us to order room service, or get recommendations from Edward on the local tourist hotspots - all with a simple text. Aspect’s self-service technology can be designed for one channel and then used across others, which will enable Edwardian Hotels London to provide consistency of service across interactions."
Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software
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Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Tuesday, May 10, 2016