New York-based Mobile service-on-demand platform Alice has created a real-time translation app for the hospitality industry, to assist with guest interactions through messaging channels.
While traditional translating tools apply only to static content, Alice allows for real-time translation.
The company has been working for one year on the technology, which blends manual translation and machine automation, leveraging machine-learning technology to ensure continual improvement.
"No matter where you come from or what language you speak, Alice now enables guests and staff from different parts of the world to interact in real-time via our mobile technology," said Alex Shashou, co-founder and president of Alice.
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"This important functionality allows hotels to forge stronger connections with guests by allowing them to communicate in their language of choice. It also provides better service since nothing gets 'lost in translation’.'"
Dmitry Koltunov, the company's chief technology officer commented: "This is a very ambitious project. Our mission is to use technology to improve the way that services are delivered. Reducing the language barrier is a huge step towards achieving that.”
The service will be offered in 30 languages and is available across the entire Alice suite, including its free-form text functionality.
This means that a guest can send a message in German to an Italian-speaking hotelier, who, through the Alice app, will receive the message in Italian.
When he or she replies the message will be translated to German for the guest.
Shashou explained that the technology will be useful for staff, as well as guests.
“Our multi-cultural hotel's staff can use this among themselves just as practically, writing internal comments in any language with the translation becoming available in real-time.
“This is all done behind the scenes. The only thing that each staff member needs to do is set their language of choice.
“Alice brings multiple departments into a single system, and with integrated translation, the interactions of the back-of-house allow for improved traceability, accountability and transparency."
Alice is currently working with Shangri La's Hotel Jen in Australia and The Setai, Miami Beach.
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