The Anam Group has introduced an AI chat function on its websites, providing real-time responses to user queries in around 150 languages. The technology operates 24/7, offering information quickly and comprehensively.
The group, which owns The Anam Cam Ranh and The Anam Mui Ne resorts and the Axi Plaza convention centre, has partnered with a US-based company to deploy technology combining innovations from OpenAI and Google.
The chat function, located in the bottom right corner of each website page, connects directly to The Anam Group’s property management system. Users can ask questions about accommodation availability, dining options, pool sizes, and other aspects of a potential stay.
Martin Koerner, commercial director of The Anam Group, said the independently owned group was the first in Vietnam to implement this technology, which he said performed better than typical chatbot functions.
He explained that travellers no longer need to browse accommodation categories or check availability manually, as the chat function provides all necessary information instantly. Koerner added that the chat delivers responses in a warm and friendly manner, offering helpful suggestions and polite greetings, including phrases in Vietnamese with translations.
Regarding concerns about AI replacing human roles, Koerner said staff remain responsible for monitoring the system and updating the property management database to ensure accurate responses.
The technology also frees staff from handling routine phone and email enquiries, allowing them to focus on guest services. Currently, the AI manages messages received via Facebook, Instagram, and the group’s website.
The Anam Group plans to extend AI support within the next few months to answer in-house guest queries via WhatsApp in multiple languages.
“We are using the latest in AI to deliver good ol’ fashioned Vietnamese hospitality; in this case, providing accurate and comprehensive information to serve the needs of our potential guests, and guests too, on our website,” said Koerner, adding that the AI’s ability to communicate in around 150 languages removes potential communication barriers between staff and customers worldwide.
