Technology providers use artificial intelligence (AI) to help hotels and hotel companies in myriad ways. Bizgrouplink has introduced MA-AI, an AI-powered maintenance assistant that helps hotels address maintenance issues and guest requests via chatbot.
“The hospitality industry is currently facing a significant shortage of workers, coupled with skyrocketing labor costs,” said Anil Rastogi, CEO, Bizgrouplink. “Hotel staff are often overworked, with repetitive tasks and guest requests consuming a considerable amount of their time. Inefficiencies in recording guests’ requests and fulfilling them promptly add to this burden. Therefore, the need for software that helps staff overcome these challenges is critical. MA-AI offers a comprehensive solution using the power of AI.”
The platform requires no app download or personal mobile phone numbers for communication. It tracks customer maintenance service requests in the chatbot and deploys AI analytics to predict maintenance needs. The technology can also prepare maintenance reports for audits and compliance; track the inventory of amenities; and store licenses, permits and business documents in one place.
Hotels are provided with a QR code to display in guestrooms with a message such as “Need Help? Scan Me.” If there are any issues or supply requirements, guests can scan the QR code to converse with the AI chatbot or AI customer agent.
“Hotel guests do not need to wait on the telephone to talk to hotel staff,” said Rastogi. “Questions like ‘What time is breakfast?’ are answered automatically by the AI agent, saving hotel staff from answering the same questions repeatedly. In case of a maintenance issue, the AI agent tries to provide a solution to the problem and offers the option to open a service request. A maintenance request is recorded and transmitted to the hotel administration and appropriate maintenance staff. Similarly, requests for amenities, such as extra towels, are recorded and sent to the housekeeping staff with a copy to administration.”
All guests’ requests and concerns are sent to the administration dashboard with a copy sent to the appropriate staff member, such as maintenance, housekeeping or the restaurant.
“Once the staff member finishes a request, it is marked as completed,” he said. “The hotel admin can track the status of any requests or concerns on the dashboard.”
The platform collects data on maintenance and amenities requests, as well as food item requests if there is a restaurant.
“Importantly, MA-AI does not collect any personal data about hotel guests,” said Rastogi. “MA-AI does not even collect the personal mobile number of guests.
MA-AI can also predict future maintenance needs and associated costs by analyzing staff-scheduled maintenance tasks, such as deep cleaning or fire alarm inspections.
“The platform analyzes maintenance data by location, such as rooms for each piece of equipment,” said the CEO, who noted that MA-AI can be seamlessly integrated with third-party software. “This data is represented in bar chart form and patterns for each equipment are analyzed. The system flags when maintenance is required for an item.”