Hilton and Kipsu Join Forces to Offer Messaging Service in 7,000 Hotels

Hilton and Kipsu Join Forces to Offer Messaging Service in 7,000 Hotels

By Author

Published on February 3, 2024

Hilton, a global leader in hospitality, has announced a significant expansion of its digital messaging platform, a move that will benefit guests at over 7,000 of its properties worldwide by the end of 2024. This expansion is a testament to Hilton's commitment to evolving traveler communication preferences and enhancing the guest experience.

Developed in collaboration with Kipsu, a frontrunner in real-time engagement, the digital messaging system allows guests to interact with hotel teams directly through various channels, including the Hilton Honours app, SMS, and WhatsApp. This initiative aims to provide a two-way, immediate communication channel, enabling quick responses to guest inquiries, addressing concerns, and arranging special experiences seamlessly.

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In 2023, Hilton's engagement through this platform was substantial, with 3,618 properties participating in over 10.5 million conversations, totaling 70 million messages. The impact of this system on guest satisfaction is notable, with 70% of guests reporting an improvement in their overall satisfaction due to the messaging interactions.

Kathy Heneghan, General Manager of Embassy Suites by Hilton Chicago Downtown Magnificent Mile, emphasized the effectiveness of the mobile messaging system: “The implementation of this system has significantly enhanced our ability to promptly respond to guest inquiries and requests, ensuring a smooth and well-prepared stay for our guests.”

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Chris Silcock, President of Global Brands and Commercial Services at Hilton, reflected on the evolving nature of traveler communication: “The preference for mobile device communication among travelers is on the rise. Expanding this service across our global network aligns with our goal to create a consistent and enhanced experience for every guest.”

The partnership with Kipsu aligns with Hilton’s strategy of delivering unparalleled guest experiences through digital innovation. Chris Smith, CEO and Co-Founder of Kipsu, expressed enthusiasm about the collaboration: “Working with Hilton allows us to extend our top-tier messaging solutions to a broader audience, ensuring a seamless and personalized experience for hotel guests worldwide.”

This digital expansion is part of Hilton's wider initiative to integrate personal devices with on-property technology, as highlighted in their 2024 Trends Report. With 80% of global travelers expecting such integration, Hilton’s initiatives, including the Hilton Honours Digital Key and the Connected Room Experience, are setting new standards for digital innovation in hospitality, leading to more personalized and seamless stays for guests around the world.


The AI Revolution in Travel: Smarter, Fairer Pricing for 2025 and Beyond

The AI Revolution in Travel: Smarter, Fairer Pricing for 2025 and Beyond

By Nishang Narayan

Published on January 28, 2025

As AI becomes increasingly integral to the travel industry, it brings immense opportunities for smarter pricing and enhanced customer experiences. However, challenges around fairness and transparency have emerged, requiring travel providers to adopt ethical practices to maintain trust and loyalty.

Hyper-Personalized Pricing: Opportunity or Ethical Challenge?

AI-powered pricing uses consumer data—such as past spending habits and demographics—to create personalized offers. While this enhances value for travelers, it raises concerns about fairness. Transparency in pricing is critical to ensure customers feel valued and not unfairly targeted.

Moreover, perceptions of price as an indicator of quality play a significant role in decision-making. Many customers are willing to pay a premium for perceived superior service, influencing their travel choices and raising expectations for personalized experiences.

Why Traditional Pricing Models Fall Short

The travel industry has long relied on seasonal trends and basic supply-demand principles to set prices. However, fluctuating demand, rising competition, and evolving customer expectations make these static models ineffective in today’s dynamic environment.

AI-powered pricing strategies are emerging as the solution, offering real-time adaptability and data-driven precision to optimize rates based on shifting market conditions and customer behavior.

Data-Driven Precision: Smarter Pricing Decisions

One of AI’s most valuable contributions is its ability to process massive datasets and generate actionable insights.

  • AI analyzes customer booking history, competitor prices, and even geopolitical events, enabling travel companies to adjust rates in real time.
  • Predictive analytics help companies identify trends, such as customers’ preference for early-bird discounts or last-minute bookings.

This allows travel providers to offer personalized deals that enhance customer satisfaction while boosting profitability.

Predictive Models: A Game-Changer in Forecasting

AI’s predictive models are transforming how pricing trends are forecasted. By analyzing market shifts, consumer sentiment, and disruptions like pandemics, AI helps:

  • Travelers make smarter decisions (e.g., booking flights during low-demand periods).
  • Companies refine revenue strategies and optimize resource allocation.

For instance, during high-demand periods such as Diwali or Chhath Puja, travelers increasingly plan ahead for longer journeys, while shorter trips with higher supply encourage last-minute bookings. AI anticipates these behaviors, ensuring smoother experiences for all.

Dynamic Pricing: Enhancing the Customer Journey

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AI enables flexible pricing models, allowing travelers to access rates that adapt to real-time demand and promotions.

  • Last-minute deals and premium upgrades are becoming more accessible, catering to travelers who prioritize value.
  • As consumer preferences shift, AI-powered pricing ensures that premium options—like AC buses or mid-tier hotels—are priced fairly, encouraging customers to opt for better experiences.

Balancing Innovation and Ethics

While the benefits of AI in travel pricing are vast, ethical challenges remain. Travel companies must commit to:

  • Transparency in pricing to avoid alienating customers.
  • Responsible data usage to ensure fairness and build trust.

By addressing these concerns, the industry can maintain customer loyalty and foster a sense of fairness in pricing strategies.

 Vision for 2025 and Beyond

The integration of AI into travel pricing is reshaping the industry, offering:

  • Personalized, real-time pricing for travelers.
  • Efficient resource management for providers.
  • Greater customer satisfaction through tailored experiences.

However, the road ahead requires thoughtful adoption of ethical AI practices to ensure that the benefits are shared by both travelers and providers. By embracing innovation responsibly, the travel industry can unlock its full potential and thrive in a dynamic, competitive landscape.

About the Author:

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Dr. Anshu Jalora, Founder & Managing Director of Sciative Solutions, is a leading expert in AI-driven dynamic pricing and revenue optimization for the travel and hospitality industries.


Ola Partners with Maha Kumbh 2025 for Seamless Digital and Green Mobility Experience

Ola Partners with Maha Kumbh 2025 for Seamless Digital and Green Mobility Experience

By Manu Vardhan Kannan

Published on January 22, 2025

Ola has announced an exciting partnership with Maha Kumbh 2025 to deliver a seamless digital and green mobility experience for millions of devotees attending the world’s largest spiritual gathering. Leveraging its ecosystem, including कृत्रिम (Krutrim) - India’s first AI unicorn, Ola Electric, and Ola Consumer, the partnership integrates AI, electric mobility, and enhanced travel services to provide a connected and sustainable experience during the Maha Kumbh Mela.

Bhavish Aggarwal, Founder of Ola, shared, “Maha Kumbh 2025 reflects India’s rich traditions and the nation’s aspirations for a tech-driven future. Our partnership exemplifies how AI, green mobility, and digital-first solutions can manage large gatherings efficiently and sustainably. We are committed to building India as a global leader in technologies of the future.”

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Earlier this month, कृत्रिम (Krutrim) launched the Kumbh Sah'AI'yak app, the first-ever AI-powered chatbot for the Maha Kumbh Mela. This AI-driven platform, developed by the Prayagraj Mela Authority in collaboration with the Uttar Pradesh government, offers personalized navigation, cultural insights, and key information about the Mela. The app supports multiple languages, including Hindi, English, Tamil, Telugu, and more, offering a user-friendly interface with voice commands and media-enriched content to enhance the visitor experience.

Ola Electric has further boosted the mobility experience by deploying 1,000 electric scooters at the Mela grounds. These e-scooters provide an eco-friendly and cost-effective solution for pilgrims, facilitating sustainable travel across the expansive Mela area.

Additionally, Ola Consumer has launched affordable transit services, including cabs, at airports, railway stations, and on-site rentals, making travel to and from the Mela seamless. Ola also operates EV shuttle services within the Mela grounds, ensuring convenient and accessible travel for attendees.

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The Kumbh Sah'AI'yak app is a significant milestone in Krutrim’s mission to boost AI capabilities in India. The app helps visitors navigate the Mela, learn about its history and rituals, find accommodation, and explore attractions around Prayagraj. The AI-powered chatbot provides real-time information and ensures the privacy and security of user data.

Maha Kumbh 2025, which will run until February 26, 2025, is being hosted in Prayagraj, Uttar Pradesh. It is recognized as the world’s largest public gathering, attracting millions of ascetics, pilgrims, saints, and devotees from across the globe. This event celebrates India’s cultural and spiritual essence, offering a unique blend of faith, tradition, and innovation.


Swiggy Unveils Professional Services App Pyng Under House of Apps Strategy

Swiggy Unveils Professional Services App Pyng Under House of Apps Strategy

By Manu Vardhan Kannan

Published on January 16, 2025

Swiggy has launched Pyng, a new app aimed at offering professional services in areas like astrology, fitness, career mentorship, legal advice, and more. The launch is part of the company's broader strategy to diversify its offerings beyond food delivery, following in the footsteps of Chinese tech giants like Alibaba and Meituan, which have multiple apps catering to different needs.

Unlike the superapp strategy, where a single app offers several services, Swiggy is adopting a house of apps model, with Pyng serving as the latest addition to its lineup. Other recent app launches under this strategy include Snacc (a 15-minute food delivery app) and Minis (a marketplace for direct-to-commerce brands). This approach contrasts with rivals like Zomato, which has integrated multiple services like food delivery and quick commerce under a single app, while Swiggy prefers to keep its offerings separate.

While superapps have not gained significant success at scale in India, Swiggy’s decision to maintain individual apps for specific use cases might cater better to user preferences. According to Swiggy, some users will prefer dedicated apps for different needs, allowing them to enjoy specialized services without cluttering a single app.

The new Pyng app aims to attract experts from diverse fields, including mental health, fitness, and legal consulting, similar to platforms like Urban Company, but focusing more on professional advice. With this move, Swiggy plans to tap into a growing demand for at-home services and specialized consultations, expanding beyond the food delivery space.

The launch of Pyng reflects Swiggy’s ongoing strategy to scale its business by diversifying its offerings. By separating services into distinct apps, the company hopes to create more targeted, user-friendly experiences for customers, thereby driving growth in a competitive market.

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