The world is changing at breakneck speed, and communication channels multiply and simplify as new technologies emerge. But the goal has always been the same: to connect people and make it easier to share goods, feelings and experiences.

Zafiro Hotels has always been very clear about this goal, with a permanent commitment to innovation and offering all guests a perfect experience, starting from the moment they start thinking about staying at one of the hotels the chain has to offer.

As part of that plan for continuous improvement and the willingness to anticipate the needs of each client comes our chatbot, a revolutionary tool designed to improve user experience before, during and after your stay.

Maria Serra, director of e-commerce and responsible for the project, tells us that the tool is called Zalia and that she has managed to change the way we look at customer relationships and customer experience.

This virtual assistant is aware of the needs of users at all times, 'speaks' three languages perfectly and offers 24/7 service, helping travellers make hotel reservations in a few clicks through the chain’s official website. One of its greatest advantages is that it works with voice commands on most devices and gives its answers in text form.

Recognition

Because of all these advantages and despite its youth, the first recognition did not take long: it was chosen as one of the best three virtual assistance solutions in the world in the 2^nd edition of The Chatbots Tourism Awards, held at FITUR.

In the words of the person in charge of the project, this award provides “motivation to continue caring for and developing this project, increasing its capabilities and embracing new possibilities”.

Custom-made answers

Implementation on Zafiro Hotels' official website began last summer and initially focused on 2 of the 12 hotels in the chain. It was a gradual implementation where the tool itself was learning and adapting its response to the characteristics of the brand and the accommodation options it offers. It now works for all the hotels and has carried out more than 3,600 conversations with users so far.

Serra points out that even if Zaila is a virtual assistant and not a person, the ability to provide such personalised replies that are adapted to the brand is surprising: "when asked 'Does the hotel have a pool?', the answer 'Yes.' is not the same as being able to answer 'Zafiro Tropic has 6 pools at your disposal.'"