Higher guest satisfaction, operational time savings and additional turnover

Runnr.ai developed the first fully generative AI tool for the hotel industry

While the expectations of hotel guests in terms of service, speed and personalisation are ever-increasing, the persistent staff shortage and rising costs create a major challenge. The use of smart technology to increase efficiency is now the standard in many industries, however, there are still big gains to be made in the hospitality industry. Only 11% deploys technology to improve guest experience. Runnr.ai aspires to change this and developed the first fully generative AI tool to do so, allowing hotels to automate communication with guests while increasing guest satisfaction and generating more revenue. 

Runnr.ai developed an AI tool that allows hotels to proactively communicate with guests via WhatsApp. This completely replaces preset flows and legacy chatbot technology with generative, self-learning artificial intelligence. This makes it possible to provide guests with the highest-quality answers to questions and requests within seconds at any time of the day, increasing guest satisfaction. Automatic translations of messages for both customers and reception into the native language provide additional convenience in the process. The effectiveness is evident from the results: more than 50% of guests actively use Runnr.ai's messages and 90%+ indicate that the communication has improved the quality of their stay. 

In addition, the technology provides substantial time and cost savings for the hotel and front desk. As much as 95% of the questions and requests normally handled by staff are now answered automatically. Also, the deployment of Runnr.ai can generate up to €65 additional revenue per month, per room, through additional sales. Direct integration with current hotel property management systems (PMS) ensures that additional items such as breakfast and late check-out are added directly to the invoice. "Our technology delivers a unique combination of service, efficiency and commerce. This is needed now more than ever in the hospitality industry with staff shortages and the rise of generative AI." said Michiel de Vor, CEO of Runnr.ai. 

One client is WestCord Hotels, with 2,300 rooms across 17 hotels. Since its implementation in early 2023, Runnr.ai has managed to reach 75% of bookings and automated communication with these guests. This delivered additional revenue of up to €50 per room, per month. 

IT Manager, Maurits Bots: "Runnr.ai gives our teams in the hotels more time to spend with guests and focus on their queries. In short: deliver better service. Thereby, the majority of our guests at WestCord already use WhatsApp on a daily basis, they can ask their questions through this channel with the greatest ease and with Runnr.ai they will get the best answers in no time. "A win-win-win!".