It's not often I get excited about a hotel stay during a trade show, but this year for World Travel Market I am hoping to meet someone whom I've recently heard a lot about: Edward – the Virtual Host of Edwardian Hotels London.

Chatbots are something I have traditionally just thought were for millennials and those who like to avoid personal interaction. But that perspective changed in March, when I attended the Oracle Hospitality Connect EMEA event in Lisbon (read the day 1 and day 2 recaps) and met Michael Mrini, Director of IT at the Edwardian Hotels London. That's when he gave his presentation about Edward, showcasing how the chatbot helped revolutionize customer service across the Edwardian Hotels London estate.