What Can We Learn About Guest Experience from Hilton’s Connie Robot?

As far as human to human experience goes, have we delved as deep as possible? While many would answer no, it appears that specific industries disagree. As such, robots are leaping from manufacturing to businesses like hotels, with one such device being the Connie Robot from Hilton Hotels. Offering a service with a smile, followed up with more information than a single human can provide, it’s a powerful AI.

[Tweet “Robots are leaping from industries such as manufacturing to business like hotels.”]

What can the Connie Robot teach hoteliers about guest experience?

As probably the world’s first AI-powered Concierge, Connie is designed to be a wellspring of information. She first made an appearance back in early 2016 at the Hilton’s McLean branch. And while most hotel guests had preferred human to human interaction, she has become a hit.

Guests can ask the hotel robot personal, dining, and travel questions, and for information about the hotel. Additionally, due to it being powered by IBM’s Watson, it can understand and instantly reply in many languages. Something which, the majority of human staff cannot hope to compete with. So, what can technology like Connie teach hoteliers?

Connie Robot basics

Standing at almost 2-feet tall Connie is a bipedal robot with a human form, that’s two eye’s, a head, arms, and legs. When arriving at check-in, it’s there to advise guests and can fine-tune its responses. That’s thanks to its AI, which is capable of learning from previous questions and responses. Meaning that, with the Connie Robot, there’s no hyperbole; unfortunately, he/she is only present at the front desk.

As for what hoteliers can learn from Connie about the guest experience, the following are but a few.

[Tweet “Thanks to Connie’s AI, she’s capable of learning from previous questions and responses.”]

Faster, prompt guest service

Time and answers, that’s what Connie saves and provides guests with. As such, should a visitor, need of some assistance, he/she can talk to Connie, day-or-night. Queries can be routine questions, like directions to an airport, arranging for a taxi. Or maybe something more detailed like, is there an Italian restaurant nearby?

What does this tell a hotelier? It suggests that a lot of time is saved when Connie is engaged in this way. Not only is this great for the guest, with him/her able to go about the day with little waiting. But, also, that the Connie Robot is a useful asset when times are busy, leading to fewer complaints.

Adds an extra level of personalization

While Connie cannot and will not replace human hotel staff, it is there to lighten the load and provide a smile. Using the very latest IBM technology, she can provide text-to-speech, speech-to-text, and has a natural sounding voice. This enables the robot to interact in the most personable manner possible. And as such, makes guests feel like the technology is approachable, not just cold hard and plastic.

How does this benefit an hotelier? To begin with, the robot is capable of learning from each human interaction. Each and every experience builds upon the last, meaning Connie can give excellent advice, directions, and opinion. And that again frees up staff to go about other tasks.

[Tweet “Connie won’t replace human hotel staff, but she is there to lighten the load and provide a smile.”]

Deeper brand engagement

Unlike its human counterparts, the Connie Robot does not have to deal with emotion, family life, or life’s pressures. As such, apart from a possible technical glitch, its never going to have a bad day. And that means 100% perfect service all of the time, a service that with a natural sounding voice. Plus, details of the guests staying at the hotel provides deeper one-on-one engagement.

What does this tell a hotelier? It says, people prefer to be engaged on a personal level, even if it’s via a non-human. As technology advances and AI plays a larger role in society, people are more accustom to interacting with technology. And that means, robots like Connie can not only be information providers but collectors too. All of which at some point later can be analyzed and subsequently monetized.

Additionally, further brand engagement comes in the form of memories, those that the guest takes away with them. Thanks to the likes of Connie and its instant friendly persona, and useful answers, guests will remember, recommend, and return.

What do you think: will we see more Connie robots in the near future to improve the guest experience? Sound off in the comments or join us on Twitter.