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Montcalm Luxury Hotels becomes first London group to launch AI chatbot

Montcalm Luxury Hotels has become the first hotel group in London to use an artificial intelligence ‘chatbot’ to interact with customers.

The bot, named ‘Ami’, is described as a fully conversational artificial intelligence service that offers an additional channel of communication to site visitors before, during and after their stay.

The solution connects with potential customers in real time via an interactive live chat session on the company website. Ami is also accessible across multiple platforms.

Working on the philosophically problematic assumption that digital beings conform to human gender identities, ‘she’ can understand users’ intent and offer specific sales support by searching and checking availability, instantly connecting them with the reservations team by telephone and sending personalised emails.

Ramesh Arora, managing director of Montcalm Luxury Hotels Group, said: “Pioneering new ways to enjoy the art of hospitality is central to our brand ethos, and we believe this should begin long before check in.

“Ami is an exciting new way our guests can experience the ultimate in personalised service – even before they’ve arrived. It gives them a taste of the kind of personal attention they can expect during their stay with us.”