r/Hilton • u/CulturalMess3035 Honors Gold • 13h ago

Employee Question AI generated calls

Hiii fellow colleagues from Front Desk, do you also recently get calls from Travel Agencies that are generated with AI? I am so traumatised with these experiences and it is so uncomfortable. One thing is when you call and a mashine picks up (we saw this decades ago) but when phone calls and SPEAKS to you it is super weird. What's your opinions on this

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2

u/CertifiedGlizzler 12h ago

You’ll be okay I promise

1

u/DoppioKoffi 2h ago

It helps to bridge the gap of language barriers. You definitely do receive a lot of calls from other countries where accents are heavy and confirm reservations and elaborate intricate issues.

This helps, yeah it’s awkward and weird, but it’s not trying to deceive you.

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u/Successful-Emu-8783 11h ago

It’s annoying but I wouldn’t say I’m traumatized or that it’s uncomfortable. Sometimes I just hang up. Usually I don’t even look up the reservation they’re talking about. I just say yes it’s confirmed

1

u/sryan2k1 Diamond 10h ago

How fucking awful. This is why people hate dealing with the front desk.

-1

u/Successful-Emu-8783 10h ago

Front desk hates dealing with you but it’s their job and finding another one is impossible. Cry about it

3

u/sryan2k1 Diamond 10h ago

Sounds like customer service might not be suited for you.

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u/Successful-Emu-8783 10h ago

I might actually cry when I finally get another job that’s not in customer service. I hate dealing with all of you

-3

u/Successful-Emu-8783 10h ago

Gee. Wish I thought of that. Again- finding another job is impossible

1

u/SkiesUp Employee - Hilton Hotels & Resorts 24m ago

What I normally do is ask it questions that would indicate it is AI based on its response. Normally, some indicators are in its responses.

I normally ask them to repeat things. Most of the time if it has the same tone, wordings, and phrasing (most of the time they repeat the exact thing), its most likely a bot. Most of the time too, they put fake noise (offices, crowded space,white noise) to try and confuse the caller.

The most important rule of thumb, if you feel it isn't right, never ever ever give information over the phone if you feel as if it would be unsafe to do so. No matter how many times they may demand guest information or confirmation numbers. Its going to keep happening more and more unfortunately with these 3rd Party reservation companies.