Hackathons, accelerator programmes and innovation hubs are popular among travel suppliers that recognise their assets, whether physical, digital or data-driven, could be used in different ways. In this Q&A we speak to a start-up that is changing the experience for travellers.
We caught up with Charles Cadbury, co-founder on Dazzle which is bringing AI and chatbots to hotel services, after taking part in the Marriott TestBED accelerator programme.
When were you launched?
The idea for Dazzle came about in a pub in London's Broadway Market on 30th September 2016 and officially launched earlier this year after honing the concept through Marriott TestBED.
How many people are working for the company?
Dazzle currently has about eight people working full time with support of our parent company Lola Tech.
Sum up what your company/product does in one sentence.
We are revolutionising the travel industry by using AI-enabled voice and chatbots to help hotels and their guests communicate.
Why is it unique?
We are allowing guests to make requests to a hotel by speaking to an AI-powered assistant. Travellers can communicate with the hotel whether they are in the room or in another location outside of the building, using a chatbot.
Furthermore, Dazzle produces an unprecedented amount of top-level data that supports the provision of first-class customer service. Hoteliers are able to analyse the number of requests per room or individual guest, understand what time of day they are interacting with the system and evaluate overall engagement.
What problem does it solve?
With the recent paradigm shift in guest habits due to overall societal changes and, of course, technology, our research shows that today's customers are prone to ask more of a digital interface than a human. This is affecting how hotels and their guests communicate and we are using Dazzle to enhance and streamline this process. It essentially means guests can engage more with a hotel when they are given appropriate digital communication channels versus using the phone or speaking directly with staff.
What platforms is it available on and can integrate with?
It's currently only available with Facebook Messenger but we look to be interface-agnostic and are working on integrations with property management and other back office systems.
What markets is it available in?
We are currently piloting Dazzle in Europe and USA but it is available for use in multiple markets. We are currently language limited by the Amazon Alexa platform as it is only available in English and German but as this expands, we intend to as well.
Which companies are using it already?
Marriott has piloted in the County Hall Hotel and we are presently working with a well-known resort brand at a couple of their locations in Greece, as well as some other hotels a bit closer to home.
What do hotel managers like about it?
The impact on hotel operations is second to none. Dazzle allows a real-time view of guest requests, which enables immediate guest experience improvements (e.g. lift broken, content updated). It facilitates efficient staff deployment as it reduces staff requests, permitting focus on higher value tasks.
As an external direct communication channel, the hotels can service guest needs, even when they are not in the building. Beyond improvements in customer service it provides extra revenue opportunities as guests can book tourist visits, taxis etc. through Dazzle using hotel account, which appears on their final bill. As a trusted communication channel open beyond guest stay, there is the chance for increased direct bookings.
Why do travellers like it?
Primarily, it means guests can engage with and dip into the experience of the hotel in multiple ways, using digital channels, at anytime from anywhere. It also reduces guest waiting time, as Dazzle provides an immediate response to FAQs and other requests.
The system also allows for improved guest comfort levels as it removes the embarrassment of asking 'stupid' questions to hotel staff. Moreover, it provides a next-level technology experience, giving travellers the opportunity to try services not available at home or other hotels.
What are your growth plans?
Our roadmap extends from Facebook Messenger to other platforms including SMS, Google Home, Apple Homepod etc. and to make the product even more accessible to a global customer base. We will also continue to integrate with property management systems.
Machine reading is playing a larger and larger part in our service delivery, giving us the ability to ingest large quantities of data from the guest directory, local information guides (and other sources) and deliver all this through the system.
We are also integrating with 'smart room' devices such as temperature control, light control etc. Finally, as mentioned before, we continue to look at ways we can support interoperability between multiple languages.