Andaz Singapore is the first hotel in Singapore to launch the ConcierGO programme with Vouch, supported by the Singapore Tourism Board (STB) as part of the Tourism Innovation Challenge for Hotels. ConcierGO is a chatbot system designed to enhance and improve the overall guest experience through technology.
To drive technology adoption in the industry, STB launched the Tourism Innovation Challenge last year to crowd-source novel solutions that address the challenges and opportunities faced by hotel and travel agency industries.
Manpower productivity and service experience were two areas identified by Andaz, which resulted in the implementation of the digital concierge system that functions as a chatbot with artificial intelligence (A.I) through the hotel's Facebook messenger account.
The use of chatbots allows for instantaneous and personalised customer response, while using technology as a key to solve the manpower crunch and connect with guests. "Andaz Singapore has always believed in providing a fresh perspective for our guests. Being the first hotel in Singapore to implement the chatbot onto our social media platforms, we are creating a barrier-less environment for us to engage with guests and potential guests alike," said Olivier Lenoir, general manager of Andaz Singapore.
Besides helping the team answer everyday queries about the hotel, the chatbot serves as a guide, providing curated tours and recommendations for various food haunts and interesting activities in the neighbourhood. Phase two of the project will see the chatbot managing guests' basic room requests through integration with the hotel's direct logistics system.