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Customers expect support that’s instant, effortless, and deeply personal.
As someone who’s spent years in hospitality, I know that great service is about connection, not just efficiency. That’s why, at Planet, we’re investing in AI tools and an enhanced knowledge base; not to replace our dedicated support team, but to empower them to deliver faster, more meaningful service to hoteliers.
Building on last year’s work to improve response times and quality, we’re introducing AI-powered chatbots, an upgraded customer portal, and specialised training for our hospitality-trained experts.
My goal is clear: create a support experience where customers get quick answers to simple queries and personalised help for complex needs, keeping the human connection at the heart of hospitality.
Why we’re investing in AI for customer support
I’ve always believed that exceptional customer service balances speed with empathy. AI helps us achieve that by handling repetitive tasks or basic troubleshooting, freeing our agents to focus on the complex, high-value interactions that make a difference.
This isn’t about pushing customers toward self-service; it’s about providing instant answers to everyday questions so our team can shine where they’re needed most.
Industry data supports this approach: a 2023 report from MIT Technology Review found that 80% of executives saw improved customer satisfaction and contact centre performance with conversational AI. Gartner predicts that by 2027, chatbots will be the primary support channel for 25% of companies. For us, AI is a tool to enhance and augment, not replace, the human touch that defines hospitality.
How customers will see the change
Our customers will see these improvements through a new AI-powered chatbot and an upgraded customer portal, both designed to deliver instant resolutions. The chatbot, launching later this year, will handle thousands of common queries in multiple languages, quickly answering simple questions or connecting customers to the right specialist.
By pre-qualifying issues, we’ll ensure our agents can resolve complex problems faster. We’re also phasing out email support in favour of faster channels like chat and the portal, which allow us to deliver faster higher-quality service.
“While email still has its place, modern tools like chat and customer portals allow us to connect with customers more quickly and accurately, right where they are.”
When you contact our support team, our AI tools will streamline simple queries, ensuring you get swift answers or efficient handoffs to our specialists.
What this means for our customer service team
For our support team, AI is a co-pilot, not a replacement. By automating repetitive tasks, we’re giving our agents, the majority of whom come from hospitality backgrounds, more time to tackle complex enquiries and build relationships with customers.
This shift lets our team focus on the conversations and problem-solving that require human insight, creativity, and empathy.
We’re also enhancing our customer ticketing portal in Q4 to streamline query handling and adding HotSoft PMS to our status page, so customers across our entire PMS portfolio can monitor their services in real-time without needing to reach out.
A glimpse into the future
Looking ahead, I’m excited about AI’s potential to enhance and augment PMS customer support. Predictive tools could anticipate customer needs before they arise, while agent-assist technologies will provide real-time insights to improve responses.
But no matter how advanced AI becomes, the human connection will remain essential. Training new team members, offering hands-on consultancy, or providing critical support. These are areas where people make all the difference.
The role of professional services
To help us expand the quality and speed of our support, for any services outside the scope of our standard support agreements, we will start charging for professional services. This ensures these more complex requests are handled by specialists and in doing so, it means that every customer has access to the same level of responsive high-level support.
My commitment is to transparency: customers will always know upfront if a service is billable, with costs clearly outlined in advance. This ensures every hotelier receives the same responsive, expert support while allowing us to invest in the tools and training that elevate our service.
We understand this represents a change for many customers, as we have previously offered many professional services free of charge. However, this step is essential to help us enhance the quality of these services moving forward. Soon, we will introduce new support tiers, giving hoteliers the flexibility to tailor our support offerings to their specific business needs.
AI + people = the best of both worlds
My vision for customer support is simple: combine AI’s efficiency with the empathy and expertise of our hospitality-trained team. By investing in AI, training, and digital tools, we’re building a support model that’s faster, smarter, and more human.
Soon, you will be able to visit our website and explore these enhancements and experience the next level of customer care, where technology and people come together to deliver exceptional service for hoteliers.
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