Using AI in guest facing conversations with Guestwise

RESCHEDULED TO 16TH JULY AT 11AM

Carey Benn and James Mobbs presented on AI "dreams versus reality," explaining that while AI has significant potential for automating guest communications, it faces practical limitations due to system integrations, knowledge base requirements, and the need for human oversight.

They discussed the challenges of implementing conversational AI across different channels like WhatsApp, web chat, and email, emphasising the importance of proper knowledge base management, brand-specific tone of voice, and integration with existing booking systems.

The presenters also addressed concerns about AI impact on web traffic and SEO, explaining that while Google AI summaries have changed search behaviour, traditional SEO practices remain important and specific content optimisation is still valuable. The webinar concluded with a Q&A session where participants asked about phone AI systems, review integration, and knowledge base management tools, with Carey and James providing practical advice on implementation challenges and best practices.