Mobiquity helped IHG innovate its guest experience with conversational UI through two new digital endpoints - voice and chatbots. IHG believed that the connected hotel room was a precursor to the smart home of the future, so we designed and developed an Amazon Alexa skill that serves as a virtual concierge. The skill controls in-room lighting, temperature, and music, as well as orders room service, among assisting with other helpful tasks. We also leveraged Facebook Messenger to build a chatbot for better customer service. The chatbot allows guests to receive pre-stay notifications directly through their Facebook Messenger accounts as well as view key reservation details, explore neighborhood guides, set stay preferences, and communicate with the hotel’s social care team. To help IHG’s marketing team quickly launch these new channels, Mobiquity designed and delivered a custom digital engagement platform leveraging the tools and services of the AWS platform. This digital engagement platform not only provides a centralized ecosystem comprised of micro-services, backend services, and elastic infrastructure for managing all of IHG’s digital touchpoints, but also allows for increased personalization and contextualization by incorporating analytics and machine learning.
