Montcalm introduces live chat interface

UK: Ami connects hotel with guest to create a modern customer service experience

Montcalm Luxury Hotels has become the first hotel group in London to introduce an interactive live chat feature to communicate with guests.

Ami facilitates communication prior to, during and after a guest’s stay.

Ami anticipates users’ intentions and offers sales support by searching and checking availability. It goes a step further by connecting guests with the reservations team by telephone and sending personalised emails. Customers can use various platforms – including smartphones – to access the chat.
By introducing Ami, Montcalm aims to personalise the guest experience in order to compete in an increasingly tech-centric marketplace.

Ramesh Arora, managing director and VP of marketing at The Montcalm Luxury Hotels, 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.”

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