This is a further analysis of the recent research report released by Ohio State University on the evolution of ai concierge in hospitality. This analysis is brought to you by:

Everyone from Brian Chesky down is talking about AI as the ultimate concierge. What does that mean? What does it actually look like in a business? I’ve taken the release of the recent research report by Ohio State University

I asked ChatGPT to ingest the report and then gave it this prompt:

“This research report on how AI will transform concierge style experiences in hospitality has just been released. I am a hotel operator and I want to create experiences that deliver exemplary services to my guests both in the hotel - but in particular when they are outside the hotel in our destination. I want our brand to be the one to get the credit for their total holiday experience in our destination. What would our ai concierge product look and act like based on this research to deliver 7 star service.”

Based on the research report, an AI concierge designed to deliver a 7-star service for your hotel, ensuring your brand gets the credit for the total holiday experience of your guests, would include the following features and behaviors:

Key Features

1. Multimodal Interaction Forms:
   • Dialog Interface: For simple text or speech-based interactions, useful for on-the-go assistance without requiring visual attention【12:0†source】.
   • Virtual Avatar: For a more engaging digital interaction, providing a relatable and emotionally connected experience online or via mobile apps【12:13†source】.
   • Holographic Projection: For an immersive on-site experience, useful in public areas within the hotel to provide personalized greetings and information【12:13†source】.
   • Tangible Service Robot: For physical interactions such as carrying luggage or guiding guests through the hotel, ensuring a seamless and efficient service delivery【12:13†source】.
2. 24/7 Availability:
   • AI concierge operates continuously, providing instant responses and assistance at any time, reducing wait times and improving accessibility【12:0†source】【12:1†source】.
3. Multilingual and Accessibility Support:
   • Capable of communicating in multiple languages and adapting to the needs of guests with disabilities, enhancing the inclusivity of your services【12:1†source】.

Key Behaviors

1. Personalization and Customization:
   • Leverages advanced machine learning algorithms to analyze guests’ preferences and past behaviors, offering highly personalized recommendations and services. For instance, an AI concierge can remember a guest’s preference for a quiet room or favorite spa treatments and make appropriate arrangements proactively【12:0†source】【12:1†source】.
2. Proactive Service:
   • Anticipates guest needs based on historical data and current context, suggesting activities, dining options, and local attractions that align with the guest’s interests and schedule. For example, if a guest is wearing casual attire in the morning, the AI might suggest nearby cafes for breakfast【12:6†source】【12:16†source】.
3. Emotional Connection and Empathy:
   • Uses natural language processing to detect and respond to guests’ emotions, providing empathetic and human-like interactions. This includes offering comfort during stressful situations and celebrating special occasions with personalized messages【12:12†source】【12:15†source】.
4. Omnipresence:
   • Ensures continuity of service across different touchpoints within the hotel and throughout the destination. For example, the AI concierge can assist with hotel check-in, guide guests to their rooms using a tangible service robot, provide real-time navigation and recommendations while exploring the city, and follow up post-stay for feedback and future offers【12:6†source】【12:16†source】.
5. Enhanced Responsiveness:
   • Provides almost immediate responses to inquiries, reducing wait times and improving guest satisfaction. The AI concierge can handle multiple requests simultaneously, ensuring that no guest feels neglected【12:1†source】【12:4†source】.

Implementation Strategy

1. Integration with Existing Systems:
   • Integrate the AI concierge with your hotel’s customer relationship management (CRM) and property management systems (PMS) to ensure accurate and up-to-date information is always available for personalization and guest interactions【12:18†source】.
2. Continuous Learning and Adaptation:
   • Implement feedback mechanisms where the AI concierge can learn from each interaction, continuously improving its service delivery and personalization capabilities【12:0†source】【12:2†source】.
3. Marketing and Branding:
   • Ensure that all interactions and services provided by the AI concierge are branded, so guests associate their exceptional experience with your hotel brand, whether they are inside the hotel or exploring the destination【12:4†source】【12:8†source】.