We discuss the changing expectations of communication with hotels, and how hoteliers can scale personalised communication to build trust through AI.

Book me Bob is an AI chatbot for hotels, providing real-time answers to questions about the property and its services.

We discuss:

1. How the pandemic has impacted guest expectations of their communication with hotels.
2. How the pandemic has impacted communication and in particular, the level of trust between a prospective guest and the hotel.
3. Why AI adoption in hotels has lagged behind other industries.
4. The customer journey and the role of AI.