Radisson Blu Edwardian, Manchester has always embraced technology, enabling the business to deliver the seamless experience that guests expect. Through this, Radisson Blu Edwardian, Manchester has been able to work better and offer a better service for their customers. They also work with key partners who help them to support their vision.

When staying at the Radisson Blu Edwardian, Manchester hotel, you have the option to check-in and check-out online, without having to queue. Since then we have introduced ‘Edward’, a virtual host who allows guests to request hotel amenities and receive local area information from the comfort of their mobile phone.

Edward is an innovative and unique artificial intelligence based system, developed specifically to match the needs of the hospitality industry. He responds to guests’ requests via SMS text messaging. The chatbot uses automated and intelligent text-based interaction, via a self-service interface that is accessible 24/7, to allow customers to message their requirements and receive immediate responses. Conversational language, as opposed to cryptic commands, can be used and the application is backed up with live assistance when needed. An immediate call-back can be requested, should a human touch be desired.

We have just launched, Edward for meetings and events, the aim of this technology is to make the guest’s experience as efficient and personal as possible. People are busy and want the fastest, most effective way of getting things done. This is a big step closer to achieving that goal. The key objectives is to enable hosts to better serve guests by allowing customers to use technology for tasks that don’t necessarily require an employee, such as:

  • Interacting directly with the operations teams without disturbing a meeting
  • Interacting directly with other departments
  • Offering engaging, reliable and punctual information in response to requests

Edward can help with queries such as the following:

  • Can I have more coffee in the room? 
  • Please can we have lunch 15 minutes later than on the schedule?
  • Where is my meeting room in the building?
  • Can you please turn the air conditioning down?

All of the recent applications have been instrumental in increasing guest engagement and hosts’ understanding of what guests need.