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John Smallwood
President

About John Smallwood:

A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years.  After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution.  His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center.  More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Annette (formerly “Bella” by Travel Outlook), the first AI-powered voice bot for the hotel industry.

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ARTICLES

Travel Outlook

Travel Outlook’s Annette redefines the standard for hotel guest calls

Hotels are losing bookings when guest calls go unanswered or service teams are stretched too thin. Leading hotels are fixing this by combining guest-led conversational AI
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Travel Outlook

Travel Outlook unveils major upgrades to Annette™, The Virtual Hotel Agent™, powered by PolyAI

Travel Outlook, the hospitality industry’s premier voice reservations company, today announced major upgrades to Annette™, The Virtual Hotel Agent™, its groundbreaking AI-powered voice assistant designed exclusively for hotels.
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The Travel Outlook

Where AI Ends, Hospitality Begins

How Travel Outlook pairs conversational AI with human call center expertise to deliver real hotel service
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Travel Outlook

Bias and Inaccuracy in Conversational AI, What hoteliers need to know

Over the past several months, we’ve explored some of the most common criticisms of conversational AI in hospitality. We’ve examined the empathy gap
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