RIU launches artificial intelligence-enabled chatbot “Claud·IA”

RIU Hotels & Resorts has launched a new chatbot, called Claud·IA, representing yet another way the travel industry is embracing artificial intelligence technology.  

This tool started operating on the RIU website in February of this year in three languages: Spanish, English and German. The company says it has been rolled out for 17 countries, with the aim of automating the answering of user questions.

In the coming months, the chain hopes to implement the tool in French, Italian, Portuguese, Dutch, Russian and Chinese.

Developed with Gemini

The Claud·IA chatbot, developed with Google Cloud and DialogFlow technology and with the support of RIU’s strategic partner Emergya, uses the advanced Gemini 1.5 Pro model.

Juan Campins, VP of digital channels, said RIU is “advancing towards a personalized digital experience in real time.”

“We want this personalization to be multi-channel, based on customer knowledge, the use of data and the application of AI,” Campins said. “Our aim is to constantly improve customer experience, both digitally and physically, and continue developing tools that optimize our internal management.”

Since June, Claud·IA has included the function of being able to book directly via the chatbot and was given a personality, resulting in a significant uptake by RIU website users, the company says.

Seventy-five per cent of the more than 1,500 questions that come in from users each day are instantaneously and satisfactorily managed, “without delay,” RIU says.

Users who are registered can also experience a customized service that feels more approachable and personalized, the hotelier says. 

The chatbot understands when customers want to make a booking and asks them the relevant questions (hotel, number of rooms, dates, etc.) to generate a direct link to the hotel and the desired room.

Seventy-three per cent of users who initiate this availability process go on to make a booking in this way, the company says. 

Another advantage is how the chatbot records and saves information from conversations, allowing data teams to monitor the main topics, trends, weak spots and potential occasional issues.

The future of AI

The hotel plans to continue expanding the functions of the chatbot over the coming months.

Updates will include: adding more languages, activating the chatbot in the RIU app, potentially using voice communication and developing new transactional functions, such as managing bookings and learning about the RIU Class loyalty program.

RIU is also working on offering a 360º customer service experience, which helps customers throughout their stay while in a destination.

RIU says it is looking at other ways of applying artificial intelligence, including voice assistants, automatic content generation and Contact Centre support with processing and managing emails.

The company says it also plans to use AI models to optimize revenue management, tackling inventories, rates and the likelihood of cancellations.

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