Wouldn’t we all love to have a virtual concierge? Olga Heuser, CEO and founder of DialogShift, started her company to fill the communication gap between hotels and their customers. We talk to her about customer experience, AI, bots and the future of communications. Although Olga herself doesn’t keep much of an online presence (she tells us why she made the choice), she talks us through the shift towards text messaging over phone calls, emails or even face to face communications…but also what challenges text message based communications can face. Olga makes the case for using messaging as a key business feature, although she isn’t convinced it will completely replace human interaction…yet! Enjoy!