ReviewPro, A Shiji Group Brand, launches innovative Guest Experience Automation

ReviewPro, a Shiji Group brand, has driven the guest experience management landscape for over a decade and is now making a decisive move into AI-powered automation with its new product Guest Experience Automation™.

Guest won't wait The product launches with an offer of free service in 2020 to the first 500 qualifyings* hotels up to a value of 1.2 million euros, to empower them to act now because “Guests Won’t Wait.” Find out more at

Guest Experience Automation™ combines a pre-trained AI-powered chatbot and personalized outbound messaging to automate the guest journey. With key features such as a pre-filled knowledge base, automated case management, ROI-based analytics, and flexible conversational commerce, the product provides the eco-system for hotels to successfully implement an automation strategy for the benefit of both their guests and their business.

By working closely with clients, ReviewPro found that hotels are spending valuable resources responding to repetitive questions, or simply do not have time to answer guests.

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  • 63% of emails/messages came from the same 8 questions (chain of 30 hotels)
  • 91% of emails/messages came from the same 18 questions (chain of 800+ hotels)
  • 50% of pre-stay and in-stay messages from OTAs go unanswered by the hotel

These very clear challenges for the industry motivated ReviewPro to bring to market a complete Guest Experience Automation™ solution. The technology comes ready to go, so hoteliers can automatically answer 50% of guest queries from the first day the solution is implemented.

“From exploration to reservation, to pre-stay, check-in, in-stay and check-out, information drives the guest journey, but hoteliers haven’t yet fully taken control of this in an efficient and immediate way, ” said Michael Kessler, CEO of ReviewPro. “Guest Experience Automation™ leverages the latest in AI-driven technology to remove friction, support staff, and improve the guest experience by providing information in a more fluid and just-in-time manner to solve these pain points for hoteliers.”

*Qualification at the final discretion of the company.

About Guest Experience Automation™: 

Guest Experience Automation™ is an AI-powered solution for hotels that seamlessly provides the correct information to improve the guest experience while reducing costs and increasing efficiency. It combines guest messaging (such as WhatsApp, Messenger, SMS, & WeChat), a pre-trained chatbot, a pre-filled knowledge base, automated outbound messaging, conversational commerce, automated case creation, and ROI-based analytics. Guest Experience Automation™  ensures hoteliers have the tools and processes they need to meet guest needs while keeping down costs and maximizing ROI. Visit for a full overview of the complete Guest Experience Automation™ solution.

About ReviewPro:

ReviewPro is the world leader of Guest Intelligence solutions, with more than 60,000 hotels in 150 countries. ReviewPro’s Global Review Index™ (GRI), the industry-standard online reputation score, is based on review data collected from 175+ OTAs and review sites in 45+ languages. The company’s cloud-based Guest Experience Improvement Suite includes Online Reputation Management, Guest Satisfaction Surveys, and Auto Case Management. ReviewPro also provides an AI-driven innovative Guest Experience Automation™ product to automate guest experience management for hotels. These tools and processes enable clients to prioritize operational and service improvements to deliver better guest experiences and increase guest satisfaction, online rankings, and revenue.

About Shiji Group 

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution and more.

Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises 4,000 employees in 80+ subsidiaries and brands, serving over 74,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

Shiji develops a network of cloud technology platforms that facilitate data exchange by connecting businesses vertically and horizontally across related industries. The importance of cross-industry integration to connect all levels of the supply chain, from guests to distributors and suppliers of all types is a critical part of our mission. Our goal is to facilitate the transition to fully integrated systems for our clients through a network of platforms that communicate securely and easily so our clients can focus on their core competencies of serving their guests.

Tags: AI, automation, Guest Experience Automation, ReviewPro, Shiji


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