Hilton teams up with IBM to reveal Connie – the robot concierge
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Hilton has started employing the hotel industry’s first Watson-enabled robot concierge.
In partnership with IBM, the hotel group has introduced “Connie” – a new robotic helper who can greet guests and provide information amenities and attractions.
Connie, which named after company founder Conrad Hilton, marks the first time IBM has developed robot for the hospitality market. She will now work alongside Hilton’s other staff to provide information and directions using information from Watson, IBM’s question-answering computer system.
Currently stationed in the reception area at the Hilton McLean in Virginia, Connie is able it to greet guests upon arrival and to answer questions about hotel amenities, services and hours of operation. And tapping into WayBlazer, IBM’s Watson-powered travel directory, Connie can also suggest local attractions outside the hotel.
And the more guests interact with Connie, the more she learns, so that her recommendations and answers gradually improve over time.
“We’re focused on reimagining the entire travel experience to make it smarter, easier and more enjoyable for guests,” said Jonathan Wilson, Hilton’s vice president of product innovation & brand services. “By tapping into innovative partners like IBM Watson, we’re wowing our guests in the most unpredictable ways.”
Rob High, vice president & chief technology officer of IBM Watson, said the project represents “an important shift in human-machine interaction”.
“Watson helps Connie understand and respond naturally to the needs and interests of Hilton’s guests – which is an experience that’s particularly powerful in a hospitality setting, where it can lead to deeper guest engagement,” he said.
The deployment of Connie marks the latest example of hospitality companies using robots to improve customer service; Costa Group recently signed a US$1 million deal to roll out guest-serving robots called Pepper on its cruise ships, and a robot named Spencer was recently trialled at Amsterdam’s Schiphol Airport.
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