Sabre Hospitality, the hospitality-focused division of Sabre Corp. based in Southlake, Texas, near Dallas–Fort Worth, announced in mid-June the launch of its new generative artificial intelligence (AI) software, SynXis Concierge.AI, designed to aid hoteliers with customer service interactions.
The software generates content from inputs such as text, images, and code, drawing on Sabre’s extensive data resources to provide immediate, detailed, and accurate responses to guest queries. The hope is that such technology will improve the customer service experience at hotels as the effectiveness of responses will no longer be solely dependent on a human support agent’s knowledge or experience.
“Generative AI represents a monumental leap in technology for the hospitality industry,” says Amy Read, vice president of innovation at Sabre Hospitality, in a prepared statement. “With SynXis Concierge.AI, we are not only revolutionizing customer service but also unlocking new opportunities for driving operational efficiency and personalizing the guest experience. We have the data and connectivity to maximize generative AI’s potential, and we are fully committed to continuous innovation, helping our customers achieve their fullest potential with this transforming technology.”
According to a recent study conducted by management consulting company McKinsey & Co., 65% of all organizations across the globe were using generative AI in some fashion as of March this year. This percentage is nearly double what it was in last year’s survey. Large hoteliers Marriott International Inc. and Hilton Hotels & Resorts have both integrated the use of such technology at many of their properties—Hilton’s chatbot, “Xiao Xi”, was introduced in 2020 and Marriott International’s bot, aptly named “MC,” debuted in 2017.
Sabre Hospitality will be showcasing SynXis Concierge.AI and its capabilities at HITEC 2024, the world’s largest and longest-running hospitality technology event, which will be held this year in Charlotte, North Carolina, from June 24-27. The company has several other products that aid hoteliers in operations such as retailing, task management, and gift card and voucher management.
