What Will You Learn?
In this report, you’ll discover the top 50 topics of questions hotels received in the summer of 2023. The authors analyzed over 1.7 million conversations to identify the key categories of queries, emerging trends, and differences between various communication channels, like web chat, Facebook Messenger, Instagram, WhatsApp, and more.
First-party data presented in this report will help your hotel teams to better prepare for the next peak season by identifying and addressing gaps in the information available on your hotel website or knowledge base shared with guest-facing teams.
You’ll also learn about the developments in conversational AI and how it can be applied to guest communications to save time and work for your staff, generate more revenue, and automate processes.
What Are the Topics?
Below, you will find an overview of all topics.
- The most common reasons behind the volume of questions hotels need to answer
- Gold standards in guest communications
- Key challenges in guest communications
- Benefits of implementing conversational AI in guest communications
- Top 50 topics of guest queries in summer 2023
- 5 dominant categories of FAQs
- Most common questions per communication channel
- Emerging topics
- Seasonal spikes of interest
- Unusual questions