Your Vacation Was Ruined, and the Company Apologized — With a Heartfelt Note Written by Chatgpt

Responding to angry customers is the hardest part of her job, Natasha said.

Finding the right words to convey the appropriate level of remorse — especially when the hotel is not at fault (read: rain complaints) — is a difficult and time-consuming process, said the director of a five-star resort, who asked CNBC Resorts. Will not use his real name to protect his name.

But now it has a secret weapon: Generative AI.

Natasha pastes a passenger’s complaint into ChatGPT and asks the chatbot to write a response.

He said that a task that would have easily taken him an hour was done “in two seconds.”

For all its faults, ChatGPT “does a great job” responding to customer complaints, Natasha said.

“One [response] It was much better than what I did,” he said. But “it’s got to be checked…you’ve got to read it.”

The responses, he said, have been “scholarly” and adjective-laden. Still, they hit on things like “we’re sorry, we wish we could do something, we’ll do better.”

They also resolve every complaint raised by the passenger.

He said, “It’s hard to write these letters; you have to write line by line.” “If you didn’t answer everything on the list, you wouldn’t be able to do the person justice…AI does this really well.”

But the best part is that artificial intelligence is not as defensive as humans, Natasha said.

“AI takes all the emotion out of it. Maybe people were stupid—–,” he said. “It does not matter.”

Big language models can not only track the sites where travel reviews appear – from TripAdvisor to Yelp to Reddit – they can also help companies “respond to reviews, especially negative reviews,” The title of the report is “Impact of Generative AI on Travel“Says.

It says about 45% of hotels already use reputation or review management software.

But short-term rental owners use AI for these purposes too, Luca Zambello, CEO of the short-term rental property management platform, said journey,

“The short-term rental/Airbnb industry has been an early adopter,” he said. “Within the next five years, I would say it will probably be adopted by the vast majority of the industry.”

He said it takes time to respond to reviews, which is one reason his company offers this service.

“The majority of our users absolutely love it,” he said. “It’s really a no-brainer for companies once they see how good it is.”

One company that admits to using AI to deal with customer complaints is travel booking platform voyageagusaid a representative of the company, which stores past customer communications to help travel advisors with future conversations.

“Travel advisors always respond to customers themselves, but Voyageu’s AI system tracks all communications – both written and verbal – and suggests a better way to respond,” he said.

Brad Birnbaum, CEO of an AI-powered customer service company customerssaid that this type of technology is being used “not just within hospitality, but really in all forms of customer support.”

His company, which counts Priceline, Hopper and AvantStay as customers, uses AI to help customer service agents be more professional, he said.

“We’ll take text that’s really raw and turn it into elegant text, empathetic text,” he said.

Birnbaum said customers may not know that their interactions with agents are either generated or enhanced by AI.

“And I don’t think they’ll care,” he said. “In fact, I think they’d probably welcome an agent system because they’re going to get a better response faster.”

Michael Friedman, CEO of family-run vacation rental company simple living hospitalitySaid that his company does not use AI to respond to customers.

“We never write emails with AI,” he said. There is still a personal element to ‘tone of voice’ that I believe AI is missing. …I believe there is nothing better than the human touch.”

Wanping Awa, Managing Director of Japanese Travel Agency tokudau, said that he had never thought about using AI to respond to customer complaints. But after learning that other travel companies were like this, she decided to test ChatGPT with a real-life problem she encountered recently.

She typed: “Our guests are traveling to Mount Fuji. Smoke has begun to billow from the engine of their bus. They are scared and curious to know what is going to happen to their itinerary. What should we do? should do?”

Result? “so amazing!” she told CNBC by email. “ChatGPT recommended exactly what we did!”

The chatbot provided a six-step plan that included evacuating passengers and arranging for alternative transportation.

“Actually it’s better,” she said. “ChatGPT provided a good solution – better than my expectations – and also a great apology letter that I would not have been able to write in such stressful situations.”