Amazon’s Alexa for Business Travel Doesn’t Compute Right Now
Skift Take
The big global travel management companies have pivoted to become more like technology companies in recent years. Despite the usual bromides about innovation and user experience, they're unlikely to invest in voice-powered automation right now. Personalization needs to come first.
Marriott International is leading the charge on placing Amazon Alexa devices in its hotel rooms across the U.S. and the rest of the travel industry is paying close attention.
This technology could provide another source of revenue for hotels. If a guest is comfortable interacting with a smart device, why not let them use their voice to make requests and spend money on property or with partners? Amazon's new Alexa for Hospitality service can also automate simple guest requests for things like extra towels and checking out.
It's easy to see how this poses problems for companies trying to keep business travel costs down; if a hotel is recommending activities and meals to business travelers, it makes it harder to keep control of spending.
Purchases may be charged to someone's personal Amazon account, then later expensed, providing less visibility into spending during a trip. It will be interesting to see how these hotels use their formidable loyalty programs to entice customers t
