Skip to main content
Category

In the media

Hospitality tech vendor Go Moment

Hospitality Tech | Hospitality’s Not-So-Distant Future

By In the media

What are the most important aspects of customer service?

Hospitality tech vendor Go Moment

Michal Christine Escobar, Senior Editor (Hotels) reviews hotel technology that is considered cutting edge today and will be standard operating procedure soon.

And he mentions our CEO, Raj Singh talking about the changing the perception of the impact of contactless technology on guest experiences.

Here’s an extract from the article.

—————-

Technology in hotels is not to remove the ‘people’ aspect, but to allow the guest to customize their stay to match their preferences.”

Raj Singh, CEO, Go Moment couldn’t agree more.

“Right now, within the hotel industry we define guest experiences based on how closely they’re tied to human contact,” Singh says. “Warmth and personalized interactions translates into more deeply satisfied guests. Contactless technology makes us question that. But as an industry, we need to rethink interactions and how guests look at satisfaction, luxury, and overall hospitality. Contactless technology doesn’t diminish guest experience or render hotel staff unnecessary. It redefines both in meaningful ways. Contactless technology will move from a nice-to-have to being a central tool in a hotel’s technology stack. As central as a PMS is today.”

—————-

The full article is published here: https://hospitalitytech.com/hospitalitys-not-so-distant-future

—————————————

right U-turn road sign on suburban road

Building a B2C Company only to Transition to B2B

By In the media

Thinking of changing your company’s direction? 

 

right U-turn road sign on suburban road

Raj Singh, CEO of Go Moment, talks with CEO World of how Go Moment changed direction – going from B2C to B2B – while staying with the central idea of creating a billion unforgettable experiences.

He shares some key lessons for entrepreneurs considering a change in direction too –

 

  1. Start with first principles. Try reverse-engineering problems as this will help show you new opportunities that others are likely to miss. Elon Musk and Charlie Munger use this Aristotelian thinking.
  2. Build a business that is antifragile where possible. Try to offer variations to your cost structure – avoid fixed costs and expensive long-term leases where possible.
  3. Understand the end of history illusion. We know the pandemic won’t last forever, but it has provided us with several valuable lessons. It’s taught us about dealing with volatile scenarios and considering future volatility scenarios. The next shock to our systems is unlikely to resemble what we’ve seen in modern times.
  4. Read the water before you jump in. Learn to distinguish trends from fads and then align yourself with the biggest trends that you can see. For what it’s worth, this is what I’m seeing now – ecommerce, telemedicine, and contactless customer engagement. This is the future.

—————-

The full article is published on Raj’s blog: RajSinghLA.com and in CEOworld Magazine. The PDF version of the published article is here as well.

—————————————

Digital concierges are present across all industries

Forbes | A Once-A-Generation Chance To Innovate

By In the media

Can we possibly find growth opportunities despite the difficulties posed by the pandemic?

 

Digital concierges are present across all industries

Micah Solomon, customer experience consultant and senior contributor at Forbes, pushes beyond the difficult physical and economic difficulties of the moment to look at growth opportunities.

And he mentions Ivy from Go Moment as an example of what is available for hotels today.

Here’s an extract from the article.

———————————————

…for some of us running businesses–those who have even a bit of spare bandwidth–this unrelenting crisis is also available, by turning our lenses slightly askew and glimpsing the possibility) as a once-in-a-generation opportunity for customer experience (CX) and customer service innovation.

Some companies (including, in some cases, customer experience consulting clients of mine and of my firm), have been making changes that include technical upgrades (hotels that are now delving into touchless systems like Ivy from Go Moment; B2B and B2C companies at long last introducing MyAccount functionality for their customers) as well as sweeping procedural changes (including some truly massive contact centers that are now finally embracing, rather than grudgingly going along with, WFH).

—————-

The full article is published here: https://www.forbes.com/sites/micahsolomon/2020/11/13/a-once-a-generation-chance-to-innovate-in-customer-experience-cx-and-improve-customer-service-training/

—————————————

startup.info_Raj

startup.info | Making a billion people smile

By In the media

Can technology like Ivy help hotels face new challenges as a result of the pandemic?

startup.info_Raj

Our CEO, Raj Singh, spoke with Kossi Adzo of Startup.info about the pandemic, the subsequent changes in the hospitality industry and how Go Moment is meeting the challenges.

Here’s an extract.

————————-

84% of travelers listed health and safety procedures as one of the top three factors influencing their hotel choice.

What would make them feel safe? 78% of participants selected a contactless interaction as one of their top three factors.

We moved our smartconcierge solution to be contactless to cater to the guests’ needs and the hotel industry at large. Our smartconcierge, Ivy, makes people safe and delighted through the use of contactless technology.

The benefits we bring to the table:

 

  • Maximizing revenue. Hotels that adopt our contactless technology are catering directly to what their guests are asking for in this climate.
  • Improving guest experience. We dispel the myth that interactions driven by contactless technology are soulless and leave the warm hospitality experiences that guests want and appreciate.
  • Improving operational efficiency. We take away the stress from the front desk operations and free staff time and focus on tasks that can’t be automated.

We want to go one step further.

Given how badly the industry is hurting, we are working to offer these benefits to the industry free of charge.

———
Read the full article here: https://startup.info/raj-singh-gomoment/

—————————————

Ivy digital concierge integrated with ChoiceAdvantage

Innovative AI-Enabled Hotel Smartconcierge, Ivy, Announces Official Integration with choiceADVANTAGE

By In the media

An article from hospitality.net announces the integration of Ivy with choiceADVANTAGE.

Ivy digital concierge integrated with ChoiceAdvantage

Here’s an extract from the article.

———————————————

As the world’s first smartconcierge, Ivy brings together human expertise and machine intelligence in a seamless experience for the guest. Via text messaging and other communication channels, Ivy answers common guest inquiries like “What’s the Wi-Fi password?” in less than one second, reducing calls and disruptions to the hotel staff.

 

choiceADVANTAGE allows Choice properties to easily manage their hotel operations from booking to after the guest stay. With an official integration, Ivy seamlessly synchronizes with choiceADVANTAGE, making it effortless for staff to update both systems simultaneously.

———————————————

The full article is published here: https://www.hospitalitynet.org/news/4100212.html

Alexa being used by Ivy digital concierge

How Smart Hotels Are Revolutionizing the Hospitality Industry

By In the mediaNo Comments

Megan Boley, writer and editor for cvent, with a focus on demand generation for brands speaks about artificial intelligence and the future they have in the hospitality industry.

 

Alexa being used by Ivy digital concierge

She mentions Ivy as one example of how these changes are being implemented.

Here’s an extract from the article.

———————————————

Go Moment’s smart concierge, Ivy, provides guests with personalized service and suggestions via texting. The Ranch at Laguna Beach and Eagle Hospitality Trust use Ivy so staff can focus their attention on other requests. Ivy helps guests with housekeeping, food and beverage requests, and anything that’s typically handled by the front desk.

———————

The full article is published here: https://www.cvent.com/en/blog/hospitality/smart-hotels

couple checking into hotel during COVID

The Current State Of AI In Customer Service And CX (Customer Experience): An Expert Roundup

By In the mediaNo Comments

What role can Artificial Intelligence play in customer service? Micah Solomon, customer experience consultant and senior contributor at Forbes, speaks with Raj Singh and Pradeep Rathinam to uncover the state of AI in customer service and experience.

Micah Solomon, customer experience consultant at Forbes

Here’s an extract from the article.

———————————————

  • Raj Singh, the founder and CEO of Go Moment, a Google-backed company dedicated to making customer service instant. Go Moment is the home of the smart concierge Ivy that is well known in the hospitality industry. Singh is also a product design expert and public speaker, and blogs at RajSinghLA.com.

Solomon:  So with customers expecting an AI-informed experience, where should a business start if they want to explore bringing AI into their customer service mix?

Singh: The first thing I would recommend is to define the outcomes that you’re looking for. Even before beginning the process of selecting a vendor, you should be clear on the end result that you want to achieve for your organization.

For example, if you’ve got 10 million customer inquiries coming in every year, you could make the goal to be to deflect 10% of them via automation next year. Once you have a defined vision of success like that one, you can work with an expert individual or organization that understands your business and has a track record of helping others to succeed, because there is definitely a lot of noise out there in the AI space.

———————————————

The full article is published here: https://www.forbes.com/sites/micahsolomon/2020/07/05/the-current-state-of-ai-in-customer-service-and-cx-an-expert-roundup/?sh=1508870c798a

vintage hotel group selects Ivy digital concierge to enhance guest satisfaction

Vintage Hotel Group Selects Go Moment’s Ivy Smartconcierge to Enhance Guest Satisfaction

By In the mediaNo Comments

An article from Hospitality Net announces the Vintage Hotel Group selects Ivy to enhance guests satisfaction in Canadian Luxury Hotels.

vintage hotel group selects Ivy digital concierge to enhance guest satisfaction

Here’s an extract from the article.

———————————————

Go Moment, the world’s leading provider of real-time artificial intelligence guest communication solutions for the hospitality industry, today announced Canada’s Vintage Hotel Group, as one of its newest clients to implement their award-winning smartconcierge, Ivy®. Vintage is an internationally-recognized hotel group comprised of 11 unique properties located in Ontario’s picturesque Niagara-on-the-Lake region.

“We are excited to partner with such a renowned hotel group like Vintage that is known for its superior guest service,” said Raj Singh, chief executive officer of Go Moment.

Ivy also benefits hotels by touching base with guests during the stay and asking how their visit has been so far. This feature allows the staff to identify and communicate with guests who have left low ratings, creating the opportunity to resolve any issues while they’re still on the property.

———————————————

The full article is published here: https://www.hospitalitynet.org/news/4099417.html

Ivy digital concierge is here and at your service

Virtual Concierges Are Here and At Your Service

By In the mediaNo Comments

Tess Dunn, Associate Content Editor at Smart Meetings, advocates for artificial intelligence as the concierge of the future with a multitude of benefits to its users.

Ivy digital concierge is here and at your service

She mentions Ivy working with Caesar’s Palace and what she can do to ease traffic flow and respond to customers faster.

Here’s an extract from the article.

———————————————

Artificial intelligence now comes in a surprising number of packages at hotels. At the beginning of this year, Ivy premiered at four Caesars Entertainment Corporation properties in Las Vegas and LINQ. Powered by IBM Watson from the company Go Moment, Ivy is in charge of handling booking and general questions. Ivy is also responsible for surveying guests’ satisfaction. In the event of a negative response, Ivy passes the issue along to the hotel, allowing quick fixes to be made before a bad review comes in.

———————————————

The full article is published here: https://www.smartmeetings.com/tips-tools/technology/107522/virtual-concierges

man in hotel room texting Ivy digital concierge after checkin

Eagle Hospitality Trust selects smart concierge

By In the mediaNo Comments

Esther Hertzfeld, technology editor at Hotel Management magazine writes about Eagle Hospitality Trust’s ambitions to incorporate Ivy as a smart concierge alternative to encourage customer service response times and understand guest behavior.

man in hotel room texting Ivy digital concierge after checkin

Here’s an extract from the article.

Ivy is designed to communicate with guests and provide them with personalized and near instant service through texting. The advanced smart concierge uses guest intelligence data to understand behaviors and responds naturally to questions for guest service, housekeeping, F&B service, and anything that would typically be addressed to the front desk. Ivy’s technology is intuitive that guests feel as if they are messaging with a real hotel staff member. The AI-powered solution was developed as a hybrid model, automating activities that give hotel staff more time to engage with guests.

———————

The full article is published here: https://www.hotelmanagement.net/tech/eagle-hospitality-trust-selects-smart-concierge