INDUSTRY NEWS RELEASE
Chatbot will allow for instantaneous customer response, to assist with guests’ dining or room enquires 24/7
SINGAPORE (21 May 2018) –– Andaz Singapore is proud to be the first hotel in Singapore to launch the ConcierGO program with Vouch, supported by the Singapore Tourism Board (STB) under the ‘Tourism Innovation Challenge for Hotels’. The ConcierGO program is a chatbot system designed to enhance and improve the overall guest experience through technology.
To catalyse technology adoption for the tourism 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. Andaz Singapore identified an increasing need to improve manpower productivity, and enhancing the service experience for guests by creating deeper one-to-one connections. To achieve this, Andaz Singapore partnered with Vouch to develop ConcierGO, a 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 personalized customer response, revolutionizing the customer service experience 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,” says Olivier Lenoir, General Manager of Andaz Singapore.
“In today’s connected world, chat represents the perfect way to build a lasting and engaging relationship with customers. More than half of today’s consumers expect to connect with businesses 24/7. Carefully crafted, intelligent chatbots can help businesses cope with this demand in an interesting and scalable way. We are confident that Vouch has created a unique Andaz Singapore experience that will delight guests and attract new customers,” says Joseph Ling, CEO of Vouch.
“STB is glad to support the chatbot development for Andaz Singapore, which had participated in the Tourism Innovation Challenge. It is heartening to see the hotel take bold steps to trial a new solution to enhance the guest experience, and at the same time, allow front office staff to be more focused on guest requests,” says Ong Huey Hong, Director of Hotels and Sector Manpower, STB.
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 neighborhood. Phase two of the project will see the chatbot managing guests’ basic room requests through an integration with the hotel’s direct logistics system.