Product Overview of Viqal
Viqal is an innovative AI-powered virtual concierge platform specifically designed for the hospitality, travel, and tourism industry. Founded in 2020 and based in Amsterdam, Netherlands, Viqal aims to revolutionize guest interactions and enhance the overall hotel experience through advanced smart voice technology and automated guest engagement.
What Viqal Does
Viqal’s Virtual Concierge automates and personalizes guest interactions from pre-arrival to post-departure, allowing hotel staff to focus on more complex and high-value tasks. The platform leverages AI-driven ‘Voice-to-Insight’ analytics to provide real-time insights into the customer experience, detecting issues instantly to drive revenue growth and improve guest satisfaction.
Key Features and Functionality
- WhatsApp Integration: Guests can communicate directly with the Virtual Concierge through WhatsApp, achieving a high engagement rate of 98% compared to traditional channels.
- Automated Guest Inquiries: The platform automates routine inquiries about reservations, breakfast times, check-ins, and other common guest questions, freeing up staff for more personalized interactions.
- Booking Management: Viqal allows for self-service reservation modifications, room upgrades, and stay extensions, all managed through a centralized dashboard and integrated with existing Property Management Systems (PMS).
- Personalized Upselling: The system offers automated amenity and upgrade recommendations tailored to the guest’s profile and preferences, enhancing the guest experience and increasing revenue through effective upselling.
- Centralized Dashboard: Hotel staff can manage multiple properties from a single platform, ensuring a consistent guest experience across all locations.
- Digital Check-in and Room Keys: Guests can complete pre-check-in forms and receive digital room keys through WhatsApp, streamlining the check-in process.
- Proactive Messaging and Campaigns: Viqal enables proactive messaging campaigns and real-time support, ensuring guests receive timely information and assistance throughout their stay.
- Analytics and Reporting: The platform provides valuable analytics to improve service efficiency and track performance, helping hotels make data-driven decisions.
- Multilingual Support: Virtual assistants can interact with guests in multiple languages, breaking down language barriers and enhancing the experience for international guests.
- Data Security and Compliance: Viqal prioritizes data security and guest privacy by adhering to stringent industry standards and regulations such as GDPR, ensuring all guest data is encrypted both in transit and at rest.
Additional Benefits
- 24/7 Availability: Virtual assistants provide round-the-clock service, ensuring guests have access to assistance anytime, which is particularly valuable for guests checking in late or needing help outside of regular business hours.
- Instant Response: Unlike human staff, virtual assistants offer immediate responses to guest queries, reducing wait times and improving overall satisfaction.
- Staff Takeover: The system allows for a seamless transition from AI to human support when needed, ensuring that complex issues are handled efficiently.
By integrating these features, Viqal’s Virtual Concierge not only automates routine tasks but also enhances the guest experience, reduces staff workload, and increases revenue through personalized and efficient service delivery.