What is this?
Imagine that every guest of the hotel has a personal concierge who works 24 hours a day and knows everything about services and not only. Exactly such was created in Radisson Collection, Moscow — a smart robot-assistant who answers questions of guests through Telegram.
Why is this needed?
Guests are concerned about the same questions:
• "What time is check-in or check-out?"
• "What SPA procedures are there?"
• "How to get to Red Square?"
An ordinary concierge cannot be available around the clock, and guests need help at any time. Our solution: Robot-concierge, who:
• Works 24/7 without days off
• Answers in 2–3 seconds
• Remembers every guest and his preferences
• Knows everything about the hotel
How does it work?
1. Guest writes a question in Telegram. For example: "I want to relax in the evening".
2. Robot searches information. Looks through the knowledge base of the hotel. Finds suitable services. Takes into account time of day and weather.
3. Robot gives a personal answer: "For evening relaxation I propose: SPA-procedures until 22:00, fitness center, aqua zone".
What can our robot do?
Answers questions about restaurants in the hotel complex, about the list of services in the hotel, about rooms and halls for events, about transport and excursions.
Gives personal advice. Robot remembers every guest and offers what suits him: to a family with children — children’s entertainments, to adult guests — measured and cultural leisure, to a young couple — romantic offers.
Helps to choose or order services: make an order in the room by menu Room-Service, sign up for a SPA procedure, transfer to the airport, hall for business meeting.
Takes into account weather:
• In rain proposes pool, fitness or view restaurant
• In sunny weather — walks along the Moscow river or restaurants with terraces
What turned out?
For guests:
• Fast answers — 2–3 seconds instead of searching for information on the site or calls to call-center
• Personal approach — advice for every guest
• Round-the-clock help — works always
• Simplicity — just write in Telegram
For the hotel:
• Optimization — more time for really important questions
• Rationality — emotional factor excluded
• Scaling — can serve thousands of guests
Results:
• 94% of guests are satisfied with quality of answers
• Response time — 2–3 seconds
• 80% of the most frequent questions are solved automatically
• Guests began more often to use hotel services
How does it look?
Guest writes: "What to eat with children?"
Robot answers.
What next?
We plan:
• Add voice communication — it will be possible to speak with the robot
• Add new languages — for foreign guests
Conclusion
We created a smart assistant who makes staying in the hotel more comfortable. Robot does not replace people, but helps them to work better, freeing time for solving complex tasks. Guests receive fast and precise answers, and the hotel, as a result — optimization of operational processes. This is an example of how technologies can make life simpler and more convenient.
