Ameniti Maximizes Opera Cloud with AI
Ameniti + OHIP = A PMS Revolution
In 2014, Hospitality giant Oracle purchased Micros, the industry’s leading Property Management System, for $5 Billion. It took Oracle’s team five years to convert the enormous Micros interface ecosystem into a collection of 3,000 public APIs. This process was finally completed at the end of 2020. Now, Opera Cloud Property Management by Oracle Hospitality paves the way for a new era of automation, with centralized access to the resources that allow for remote management and control of the entire PMS.
Ameniti’s Roots in AI
Ameniti was one of the first companies to apply AI to the hospitality industry. Ameniti facilitates automated conversations between hotels and the world, across all channels. These conversations are then converted into data that is analyzed in real time to provide exceptional and effortless guest service, cost efficiency, statistics and AI-assisted decision making for management.
Applications for Every Hotel
Ameniti’s early AI adopters consisted of every type of hotel. These properties expanded their services with the great potential of these emerging technologies, For example:
Texting services at The New Yorker Hotel, a historic and iconic property.
Call answering at the ultra-modern YOTEL units.
Voice assistants at the practical Hotel Angeleno.
The small portion of inquiries that require human attention are automatically transferred to either in-house team members or third parties.
What’s New
Now, with OHIP, Opera Cloud allows for not only data access, but also the ability to post data in the PMS remotely in real time.
Ameniti delivers AI to Opera Cloud, maximizing the value of perhaps the best PMS ever built. This means that your hotel can take advantage of ready-made, robust solutions.
The Early Adopter Advantage
Oracle has selected Ameniti as an OHIP Early Adopter. This means:
We have access to the latest features, even before their release.
We can develop tailored, next-generation services. Whatever you have in mind is possible, at a very reasonable cost.
Together, Ameniti and our clients will influence the roadmap of the top PMS in the world. In many cases we will, together and under Oracle’s supervision, influence the next era of the hospitality industry.
Revolutionizing PMS
Immediate, cheap and flexible are not words typically used to describe a PMS, right? That is about to change. Welcome to the AI OHIP revolution.
Real-World Applications
Here are just a few examples of what an Opera Cloud Integration means for hotels:
Integrated, Automatic Messaging
Integrating automated communication with Opera Cloud makes an enormous difference when it comes to guest satisfaction. As shown in the SMS conversation above, an Opera Cloud integration enhances the check-in process - a crucial and often time-consuming part of the guest experience. Together with Ameniti’s standard services, this technology reduces the workload for many everyday processes that take place in hotels.
An Example: Contactless, Remote Check-in
When a guest’s room is marked as “ready” in Opera Cloud, Ameniti’s AI technology starts an automated conversation with that guest. Staff intervention is always an option if necessary.
Check-in can be completed remotely. This includes features like document upload, payment, preauthorization and facial recognition, based on each hotel’s specific needs. The guest simply swipes his or her credit card on arrival.
Ameniti posts the data directly and automatically in Opera Cloud.
Tickets are created automatically, if necessary, to ensure the best guest experience. For example, the special request for flowers in the conversation above was converted to a ticket with no staff involvement.
IVR: Automated Call-Answering
Interactive Virtual Response (IVR) offers friendly, effective and to-the-point call resolution, which works best when connected to your PMS. Opera Cloud makes it easy for an automated agent to solve caller issues from start to finish.
An Example: Changing Reservation Dates
In the above phone conversation, Ameniti’s IVR technology automatically recognizes each caller’s phone number. If it matches a reservation on file, the process continues. If not, additional information is requested from the caller. If the booking is direct, we will proceed. Otherwise, we will connect the guest to the OTA they booked with.
Using AI, Ameniti proposes a price for the new dates based on your hotel’s revenue management rules.
Ameniti posts the data in Opera Cloud and changes the reservation details.
Ameniti automatically sends a confirmation message to the guest at their preferred phone number or email address.
To ensure security for all parties, records are available to hotel staff and management in real time.
Voice Assistants
Think you need a physical voice assistant in each room? Think again. Ameniti can authenticate guest identities via voice assistants whether users are in-room or on-the go. This opens up countless possibilities, from pre-stay guests who utilize devices like Amazon’s Alexa in their own homes, to those who have Siri or Google Assistant enabled on their mobile phones. When voice assistants first emerged, they were a limited channel used to provide basic answers. This is no longer the case, especially when voice services are integrated with a hotel’s PMS.
Ameniti and Opera Cloud work together to make voice less expensive and more effective for your hotel. A popular application is shown in the example above. In this case, the guest uses Google Assistant to read a restaurant menu and order via voice instead of typing – just as they would in a restaurant. The more prevalent Voice Assistants become, the more in-demand this type of integration will be.
One Example: Room Service With Google Assistant
An unidentified guest asks for the room service menu.
AI allows that guest to ask any questions and place their order via voice.
Ameniti’s proprietary voice features, along with its ability to read data from Opera Cloud, provide identification for the existing in-house guest.
Ameniti posts the guest’s order to the POS via the Opera Cloud integration.
As you can see, this is just the beginning.
Ameniti’s AI with an Opera Cloud integration is far more flexible, efficient and easy to maintain than an app. It provides rapid, inexpensive development and maintenance (there is no need to update versions and submit them for approval to either iOS or Android). This solution certainly provides better omnichannel engagement than an app, and can be a great complement to any existing infrastructure.
There are countless possibilities. Please feel free to get in touch to learn more about how to make this happen for your hotel.