Propuesta de implementación para el uso de inteligencia artificial y apps de mensajería para mejorar la calidad de servicio en atención al cliente enfocado al área de habitaciones y gestión de reservas del hotel Selina

Abstract

Over the years, technological advances have had a great impact worldwide, so the use of technology has increased more and more. That is why hosting companies use it with the purpose of improving and optimizing the different processes, thus offering a better and faster service. A study is carried out on the quality of customer service at the Selina Cuenca hotel, using the ServQual model, which refers to a survey applied to each of the guests, demonstrating that the establishment has a low level of quality in customer service due to the lack of technological application. Based on the data obtained, the implementation of WhatsApp, Alexa, chatbot and QR codes is proposed as a way to streamline processes, thus making the Selina chain a pioneer in using technology to provide high quality services in customer service. One way for Selina to change the way it provides services is by managing reservations through WhatsApp and bots, because they allow to maintain effective communication, quick responses and personalized service. Through the proposal of technology use in the hotel, the guest will be allowed to request information and services without having to leave the room, however, this implementation will further highlight the main characteristic of the Selina chain, which is to promote and provide spaces in which cultures can be exchanged, experiences, making new friends, etc.