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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

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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Travel Outlook

Travel Outlook launches Strong Voices: A specialized off-site contact center for casino operations

Travel Outlook, the Premier Hotel Call Center™, has announced the launch of Strong Voices Gaming Contact Center, an innovative off-site contact center
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Travel Outlook

When AI Seems Human: The risks and rewards of anthropomorphizing in hospitality

In the race to stand out in a competitive hospitality market, hoteliers are turning to artificial intelligence (AI) to provide faster, more personalized guest service.
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Travel Outlook

Annette, The Virtual Hotel Agent™ vs. the Average Chatbot: Why personalization, not just words, matter in hospitality AI

At this juncture, "chatbot" has become common speak with customer service technology — a generic term used to describe just about any digital assistant
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