Aiello’s AI Concierge Leading the Future of Hospitality for Luxury Hotels
Aiello’s AI-powered voice assistant is transforming the luxury hotel experience by delivering personalised, real-time guest services, automating operations, and enhancing privacy—all while setting new standards in hospitality innovation.
11 September 2024
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Photo Credit: Aiello
Imagine stepping into a luxury hotel suite and simply saying, “Good morning.” Instantly, the air conditioning cools the room, the lights adjust to a welcoming glow, the curtains gracefully part, and the television switches to your preferred morning news channel. Welcome to the world of Aiello Voice Assistant (AVA), a cutting-edge AI-powered concierge redefining guest experiences in luxury hotels.
Aiello was born out of a clear vision: to revolutionise guest service through the power of artificial intelligence. It all began with Vic Shen, CEO and Co-founder of Aiello, whose entrepreneurial ambitions led him to careers at Qualcomm and Google, where he worked on products like Google Home and Google Assistant. Recognising the vast potential of Natural Language Understanding (NLU), Shen realised this technology could transform the hotel industry.
Photo caption: Chef Shinobu Namae’s signature dish “Fixed Point” is a symbol of the restaurant’s culinary evolution. | Photo Credit: L’Effervescence
Photo Credit: Aiello
“We saw how voice technology was reshaping consumer experiences, and I realised it could revolutionise how hotels cater to guests. For example, hotels gather large volumes of unprocessed daily conversations. Our AI Voice Assistant reduces the workload on call centres, automates tasks within Task Management Systems, and provides insights into guests’ potential needs,” says Shen.
Today, Aiello’s AVA helps luxury hotels manage high volumes of guest interactions, easing staff workloads while elevating guest experiences to new heights.
Anticipating Every Need
In luxury hospitality, foreseeing guest needs is crucial. Aiello’s AVA enhances this by providing 24/7 service through an intuitive, AI-powered platform. With multilingual voice commands and seamless IoT integration, AVA offers unmatched personalisation.
Photo Credit: Aiello
Photo Credit: L’Effervescence
For instance, in Japan’s traditional Ryokan inns, where language barriers can hinder service, AVA bridges the gap with effortless voice commands, allowing guests to adjust lighting, temperature, or entertainment with a single word.
Powered by advanced platforms like GPT, Llama, and BERT, Aiello’s AI goes beyond automation, offering real-time, personalised recommendations—from menu suggestions to tailored local advice—rivalling a seasoned concierge.
Guests can inquire about restaurant hours, local hotspots, or gym availability, and AVA seamlessly adapts to changes, suggesting alternatives when needed to enhance the guest experience.
Streamlining Hotel Operations for Efficiency and Satisfaction
Photo Credit: Aiello
Aiello enhances guest experiences while also dramatically improving hotel operational efficiency. For example, an international hotel chain in Thailand saw a 50% reduction in call volume after implementing AVA, leading to a 10% increase in positive guest reviews. By handling routine inquiries, AVA frees up staff to engage in more meaningful, face-to-face interactions with guests.
The results are clear: reduced staffing needs, streamlined operations, and a notable boost in guest satisfaction.
Prioritising Privacy and Security
AVA isn’t just about convenience—it’s built with privacy and security as top priorities. Voice commands are only activated by the prompt “Hello AI,” and no voice data is stored after interactions. The platform uses secure cloud services, such as Google Cloud and AWS, which meet the highest industry standards.
Photo Credit: Aiello
Guests seeking extra privacy can easily disable AVA’s microphone, giving them full control over their in-room experience. Aiello’s systems adhere to stringent security standards, including ETSI EN 303645, a European IoT device security and privacy standard, and have also passed the Vulnerability Assessment and Penetration Testing (VA/PT) certification by CHT Security.
Aiello has already been integrated into over 30 hotels across Asia, including Orchard Hotel Singapore, InterContinental Kaohsiung, Gion Elite Terrace Kyoto, and Chatrium Grand Bangkok.
Photo Credit: Aiello
“Our unwavering commitment to enhancing guest satisfaction through innovation is key,” shares Jacqueline Ho, General Manager at Orchard Hotel Singapore. “AVA has transformed how we deliver service, blending cutting-edge technology with our hallmark personalised touch.”
With Aiello advancing its technology and expanding its features, the future of luxury hospitality is set to be more tailored, seamless, and guest-focused than ever. By integrating intelligent AI solutions, hotels are evolving from mere destinations into immersive, personalised experiences where every guest interaction is elevated. Aiello’s innovations aren’t just enhancing service—they’re reshaping the entire landscape of luxury travel, making it more efficient, intuitive, and unforgettable.
Author: Victoria Lim
Victoria Lim is a content writer with a diverse background and her work includes brands such as Capella Hotels and Resorts, Epicure Magazine, HungryGoWhere.com, and Makansutra. Her luxury hospitality, culinary arts, and food journalism expertise have shaped her commitment to sharing stories.
