FlyerTalk Forums - AI instead of front desk

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- - AI instead of front desk (https://www.flyertalk.com/forum/marriott-marriott-bonvoy/2157240-ai-instead-front-desk.html)

Quote:

Originally Posted by stant (Post 36141052)

I'm at the Marriott Riverwalk in San Antonio right now. And when you call from your room to try to get any guest assistance, your call doesn't get connected to a human but rather an AI attempts to address your need. Only after you listen to its nonsense, can you attempt to request help by an actual person. In recognition of my status as ambassador they transfer me to the 'priority line' for faster assistance.

Anyone ever see anything like this?

Is this a joke? I would loose it and go on a rampage if I got some bot. Human pretending to be bots are already bad enough!

Quote:

Originally Posted by KRSW (Post 36148857)

With (ridiculous) mandatory minimum wage demands being made in some areas, offshoring of jobs is taking off again. I just saw a news story today on a restaurant which has cashiers based in the Philippines, connected via video conference, at the kiosks. A Florida chain of Mexican restaurants also outsourced their phones to India for orders. It was obvious when I called that the offshore guy on the other end of the phone had never seen a chimichanga, let alone knew what it was.

Whether minimum wages go up or not, companies want to minimize the savings. Even if Florida's minimum wage goes down from $12 to $11, companies will still think that's too expensive and try to move as much work to AI as possible.

It's scary to think that even jobs that require extensive training and education, such as Accounting, may be replaced by AI.

Okay, I'll be the spurious data point again. This doesn't sound that bad to me. Granted I'm a frequent traveler, so the one or two times a year I need help from the front desk I really do need help from the front desk. But I have to imagine that 99% of the calls they receive could be quickly, efficiently, and correctly handled by a bot. If this frees up the front desk staff to only handle the corner cases the bot can't, then it seems like a winner for everyone involved.

Quote:

Originally Posted by DJ_Iceman (Post 36151119)

When this comes to fruition, it'll be a big win for the franchisee owners. Sure, they'll bear some part of the upfront start up and implementation costs, but in the long run, it'll be a slam dunk as they will be able to shed a ton of labor across their portfolios.

It'll be a huge loser for the employees who will have their jobs eliminated. Desk staff will be freed up alright, as in freed up forever.

Need help with an actual desk related issue? Instead of calling or stopping by, it'll be messaging via the app and waiting ?? for a response as the singular person working a, as an example, 3-11 shift will be a roving float with an iPad that is primarily expected to clean public areas/do laundry/handlle maintenance calls/clean rooms while by the way, having some desk knowledge.

Quote:

Originally Posted by The Road Goes On Forever (Post 36152278)

I agree with you. I understand that common questions, such as what time is checkout or what time is the free breakfast, could be taken over by AI. However, the idea that the employees will be freed up to provide better customer service is likely not going to happen. Most likely, the hotel will just eliminate redundant positions.

At a lot more "select" hotels, I am seeing front desk employees having to fold towels and even do basic in-hotel maintenance tasks.