Integrations

Technical specifications

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Angie Lacia

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Overview

Launch year

2017

Compatible integrations

Description

The Umni platform offers a no-code AI chatbot solution tailored for hotels, tourism, and SMEs to automate customer communication, enhance the website, and boost sales and marketing efforts. This tool integrates with CRM, PMS, mobile apps, and website systems, enhancing customer engagement by providing 24/7 responses, forms, promotions, and opportunities to upsell. It includes basic chatbot content management, a dynamic forms module with integrations, a conversational AI module powered by NLP and GPT, an option for scripted conversations, simplifying FAQ handling, marketing, and sales funneling, and customer routine tasks automation.

Umni's AI chatbot platform is designed to automate guest communications and streamline hotel and travel business operations. Umni primary functions include:

24/7 Guest Interaction: The AI chatbot handles inquiries, bookings, and FAQs, and provides real-time support, ensuring guests receive immediate assistance anytime.
Personalized Guest Experiences: Leveraging AI, the chatbot personalizes interactions based on the context of the guest inquiries, enhancing satisfaction and loyalty, yet using information from a database curated by the hotel team.
Website, sales & marketing enhancement: Links and QR codes to a particular webpage and information or action in the chatbot allow clients to have instant access to the chatbot in a personalized manner from anywhere online, offline (even from the smart TV in the room), and on the website with 1 click or scan for fast and easy 24/7 self-service and automated actions.

This product is ideal for hotel and travel managers and staff looking to reduce workload and improve guest/traveler service efficiency without compromising quality.

Although Umni's AI chatbot platform is versatile and fits the needs of a wide variety of hospitality, travel, and tourism businesses, it is particularly beneficial for:

Independent Hotels: Tailors services to the unique brand and operational needs of independent properties.
Local Hotel Chains and Small Groups: Ensures brand consistency across multiple properties while providing scalable solutions.
Boutique Hotels: Enhances the guest experience with personalized interactions that boutique guests value.

Integration Requirements: Implementing Umni’s technology is straightforward, thanks to its cloud-based, no-code framework. Adding an AI chatbot to the business website (or mobile app or other online platforms) is simply adding a small javascript code to the code of the website, therefore the website technology doesn't matter for the integration.

While the AI chatbot operates effectively on the website as a standalone solution, the forms in the chatbot can send collected user data to over 6,500 systems, platforms, and apps and to custom API, therefore possible to integrate with:

Property Management Systems (PMS): For direct bookings and real-time room status updates.
Customer Relationship Management (CRM) systems: To leverage guest data for personalized marketing and communication.
Other Hotel Tech Stack Components: Such as revenue management and operations software, enhancing the overall utility and data flow from the chatbot across hotel management systems.

These integrations are optional but can significantly enhance functionality and data consistency across hotel operations, making Umni a flexible and powerful tool for modernizing hotel guest interactions.

Details

Infrastructure detailsStand-alone, Cloud, Multi-Property

Support languagesENAR

CategoryGuest and traveler tech

SubcategoryChatbot

Integrations

Adding an AI chatbot to the business website (or mobile app or other online platforms) is simply adding a small javascript code to the code of the website, therefore the website technology doesn't matter for the integration. The AI chatbot code is automatically generated by the platform in the chatbot account.

The forms in the chatbot can send collected user data to over 6,500 systems, platforms, and apps and to custom API via webhook integration module - via integration platforms or by using custom API.

IndustryHospitality,Travel

Screenshots, videos and other resources

Umni Hotel AI Chatbot Presentation

Product features

AI And Natural Language Processing (NLP)

Chatbot Analytics and Data Security

Chatbot Integration, Connectivity And APIs

Forms with webhook integration module

Live Chat Handover

Omnichannel Messaging

Sentiment Analysis and Chatbot Marketing

Visual Flow Building and Chatbot Customization

Support Level

Integrations

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Technical specifications

Specifications

Configurations

Umni team provides a demo of an AI chatbot (1-hour online meeting) and a free 2-hour platform usage training session for the business team involved in the AI chatbot creation and management.

After the planning and information preparation stage are done (planning for content and functionalities & preparing texts, images, and links), the actual AI chatbot creation may take from a few hours to a week, depending on the volume of the content and the complexity of the chatbot. The platform is a no-code service, therefore no technical knowledge or skills are required.

When the AI chatbot is ready and tested, the chatbot code generated on the Umni platform shall be given to the company that maintains the hotel website to implement it into the website.

Upon request, Umni team can create and setup the AI chatbot.

Scalability

The AI chatbot created and managed on the Umni platform can scale as the business scales, due to the:

There are no limitations on the content in the chatbot and the chatbot database
Forms built-in the chatbot can send collected user data to thousands of platforms and custom API
The AI chatbot can be implemented not only on the website, but as well as in a mobile app and other platforms that ae online.
The Umni platform provides a landing page for the AI chatbot (subdomain and hosting included), therefore the same chatbot from the website can be used as a standalone tool for marketing campaigns, special events, A/B testing, promotions, designated target groups and other customers and activities to enhance sales and marketing strategy of the hotel.
The AI chatbot can be used on multiple websites belonging to the same owner and when technically possible (based on the website set-up) can be used to serve more than one property on multiple-properties websites
The AI chatbot can assist customers in up to 10 languages chosen from 29. Additional languages can be added upon demand and if they are supported by AI
AI chatbots on the Umni platform support Chinese and work without VPN in China, Hong Kong, and other Asian countries.
AI translation built-in the Umni platform allows the fast and easy creation of a multi-language chatbot - create the chatbot in 1 language and let AI translate the content to all others.
Due to the AI chatbot being a standalone solution, it can work in more languages than the website it is implemented in.
Links and QR codes (generated on the platform) to precise page of the website with precise chatbot element in the chatbot (information sections, forms) don't have expiration and can be used anywhere - in social media, e-mal marketing, printed collaterals, stickers, giveaways and more, and within the website itself to guide customers to desired information or action with 1 click or scan.
The AI chatbot may have secret sections (accessible only by link or QR code), therefore a B2C chatbot can deliver designated B2B information (for partners, groups, event managers, MICE, special events, special promotions; employees, etc.) that is accessible only by people with whom such link or code is shared

Fee structure

Pricing:

Buyers

FAQs

Where can I install the AI chatbot?

An AI chatbot created on Umni platform can be embedded in your business website, in mobile app or other online platforms where its code could be implemented. It operates within a website widget and it is managed on the Umni platform.

Can I have a chatbot on more than one language?

An AI chatbot can work on more than one language. The Umni platform supports 29 languages. You can choose up to 10 languages for your chatbot. Other languages are upon demand if they are AI languages. Umni platform provides the option for automatic AI translation of the chatbot content for fast and easy multi-language chatbot creation.

What determines how smart a chatbot is?

How smart a chatbot is, depends on whether AI is embedded in it or not. If the chatbot has conversational AI, the smartness depends on how many topics it has been trained to (how many topics are covered in the information database of the chatbot and how detailed is the provided information)

What does the AI customer assistant do?

The job of the assistant is: – Providing information in the form of texts, photos, buttons for additional information and quick links; fast and easy self-service option – Two-way communication: the conversational AI simulates the conversation with a person, instantly identifying the meaning of the query and providing a response by generating personalized answer from the information provided in the built database. – Collecting Feedback, booking and inquiries: another important element is the forms that allow customers to contact the business quickly and easily, make an inquiry or other.

Is AI chatbot, AI digital assistant and AI virtual assistant the same?

AI chatbots are a software solution with a focus on business tasks, customer service, and support. AI virtual assistant software acts more like a personal assistant helping with personal daily tasks. AI chatbots are a simpler solution with a narrower range of functionalities (focused on the products and services of a business and its customers needs, for example) than AI virtual assistants. Umni use AI digital assistant wording as a synonymous of AI chatbot to emphasize the AI assistance part of the AI chatbot, as often people think about chatbots as a basic solution that is navigated only by scrolling over pictures and text and clicking buttons.

How long its takes to create a chatbot?

The development time depends on what the chatbot should do: whether this is a simple chatbot with a form or two or there is also a conversational AI module and other functionalities. It can take from a couple of hours to a week or two, if there is no custom development and custom integrations. The conversational AI module will continue being developed after the AI chatbot will be implemented based on the analyses of the customers conversations and inquiries.

What is the chatbot price?

The price of a chatbot is determined by its functionalities and the length of usage, it is a subscription plan paid monthly, annually or for 24 months. If you plan a special project, send us an inquiry, and share more details about your project so that our team can give you a more accurate answer, or book a call with our team.

What are the steps to implement a chatbot?

First, you must decide on the functionalities of your chatbot – what shall it do, how it would help your business, customers, and employees, and create a team in charge of the project. Then comes planning of the chatbot, collecting the information that is needed (text, images, links, files, conversation topics with texts for answers generation, etc.). The next step is the actual development, testing the chatbot, and, finally, implementing the chatbot. Usually planning and preparing takes longer than the actual chatbot creation.

What are the functionalities of chatbots?

Chatbots can perform a variety of tasks, from answering frequently asked questions to automating tasks, gathering customer information, questionnaires, and more. The functionalities of each specific chatbot depend on what the business assigns to it to do, where it will be implemented, and with whom it will communicate – with clients, partners, or staff.

How users activate the chatbot?

The chatbot starts automatically when a customer enters it in the widget. The AI module is activated when the user types a question. There are many ideas on how to promote your business chatbot, so customers know about this service option and have fast access to it. You can find some of the ideas in the Umni blog.

Our company does not have a website, can we use the AI assistant?

The Umni platform provides an option to generate a web page with a widget for AI assistant by a template, which is managed quickly and easily from the chatbot account. The hosting and the sub-domain are provided by Umni. The mini-website (landing page) contains up to 2 information pop-up pages, a contact page, a change of languages, and links to the business social media (Facebook, Linkedin, Twitter, Dribble, Instagram, Youtube), everything else can be open as information in the AI assistant in the widget on this webpage.

Does it matter how the company website was done for adding an AI assistant?

It does not matter. Adding an AI assistant to the site is easy with a little code. The widget (name, colors, logo, and other settings) is managed and customized through the Umni platform.

What happens if the AI assistant does not have an answer to a question?

As building the database of the AI module takes some time for data accumulation based on the analyses of users interactions, it may happen that the chatbot does not have an answer to a question. The AI assistant will answer that it does not have information on the topic at this moment. Information about a missing topic in the module will appear as a notification in the platform. This shall lead to adding the necessary information into the database to cover the missing topic. The more the AI chatbot is used, the smarter and more useful it becomes.

The AI Assistant can have various forms and provides statistics on user behavior. Does it collect user's personal data?

Consumer behavior statistics provided are only general information such as what users are asking or looking for, what time of day they do it, and more. The forms send the collected information to an email specified by the company from the company e-mail and server (SMTP settings). The information collected in the forms in the chatbot is deleted from the conversation in the AI assistant at the time of email sending.

Who controls the content in my company AI assistant?

The content is controlled entirely by the company. The company adds its information on the platform, provides and maintains information on company topics in the AI module, also can make changes at any time throughout the entire content.

How long does it take to add company information to the AI assistant and how often should content be added?

If the required company information and materials are ready to use, the initial information about the company products and services could be added within 3-4 days. The AI module is a subject of constant and continuous supervision and information is added to it based on analyses of users conversations. Other content may be changed and a new one added when necessary.

Do I need to have any technical knowledge and skills to support our business AI chatbot?

No special technical knowledge and skills are required to work on the platform of Umni and on the management and maintenance of the AI digital assistant. Umni will provide all the necessary instructions for using the platform and working on the AI digital assistant.

Can the AI chatbot be integrated with our CRM or other business software/platform?

The integrations in the bot help to automate various business/communication processes and ease customer service 24/7. Examples of integrating a chatbot with various reservation systems, CRM, and other platforms are scheduling a service, checking room availability and price, booking a room, inquiring hotel services, and delivering information from the chatbot to other systems that offer APIs. The Dynamic Forms module in the chatbot can send collected customer information to 6,500+ platforms, systems, apps, software. If you are interested in custom integration for your AI digital assistant, please contact our team.

Can documents and links be uploaded to the AI chatbot?

To share documents in the assistant, first upload them online to have an accessible link to them. The links in the AI assistant are shared as a button in an information card or in a button menu. This way, you can share any external sources of information in the AI assistant: links to pages on your site, blog, or other company online resource, various documents, presentations, images, videos, even VR and more.

Can there be more than 1 answer to a question in the AI module?

On Umni platform the AI module works with integration with GPT. The answer to user question is generated by GPT from the provided to the chatbot database information within the context of what the user have asked previously in the session. Therefore the answer is highly personalized and two users with the same question may receive different answers.

Does the AI chatbot hallucinate?

The AI module in the chatbots on the Umni platform uses database with information on the business topics powered by NLP and GPT. Therefore although GPT as a large language model itself may hallucinate, on the Umni platform it is restricted to generate answers only from the information provided in the database. You also have option for certain topics to turn off GPT and to write your own answer that will be provided by the AI chatbot each time customers are asking questions on this topic. You have control over the communication process.

Can I use one chatbot on many websites, or one chatbot on one website featuring several properties?

The AI chatbot hosted on Umni platform can be used on multiple websites - a surcharge will apply for using the chatbot on more than one website. Using one chatbot on one website featuring more properties will depend on now the website is structured.

Does Umni provide training and support?

Umni team provide demo and 2-hours free training for the hotel team who will be in charge of creating and managing the AI chatbot. Even is Umi was hired to create the chatbot, we highly recommend to have people in the team that are trained, have access to the chatbot management and can dynamically create or change content in the chatbots to maximize the chatbot usage and its effectiveness. In addition upon inquiry Umni team provides special training (4 to 8 hours or custom) that covers topics like promoting the chatbot, using the AI chatbot for sales and marketing, for HR purposes. best practices and more.

Can one chatbot be used for B2C and B2B customers?

The AI chatbot on Umni platform can have unlimited amount of content and some content may be so-called secret or invisible content - available only to people with link or QR-code to open it. Therefore in a B2C chatbot the company can have B2B information sections (for special target groups, partners, MICE groups, event managers, tour operators, corporate customers, etc.) or even information section for the employees.

Umni AI Chatbot

Delight customers with AI chatbot

AI And Natural Language Processing (NLP)

Chatbot Analytics and Data Security

Chatbot Integration, Connectivity And APIs

Live Chat Handover

Omnichannel Messaging

Sentiment Analysis and Chatbot Marketing

Visual Flow Building and Chatbot Customization

Support Level