Hilton Worldwide and IBM have created the world’s first robot concierge, currently being piloted at a hotel in the USA.
‘Connie’ the robot, named after Hilton founder Conrad Hilton, uses Watson and WayBlazer technology systems to offer guests advice usually provided by a traditional (and human) concierge. This includes where to visit local attractions, restaurant recommendations, as well as features and amenities available within the hotel.
Hilton’s robot concierge is currently in pilot stage, used for the first time at Hilton McLean in Virginia, in the USA. The robot is positioned next to the hotel reception, where it is currently using Watson APIs to enable it to greet guests on arrival and answer question posed by guests. WayBlazer technology (powered by Watson) allows the robot to access information about the surrounding area outside the hotel.
The robot has cumulative intelligence, in that the more it interacts with guests, the better it adapts and improves its method of responding.
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Commenting on the launch of the first pilot Connie in America, Hilton Worldwide vice president of product innovation and brand services Jonathan Wilson said: "We're focused on reimagining the entire travel experience to make it smarter, easier and more enjoyable for guests. By tapping into innovative partners like IBM Watson, we're wowing our guests in the most unpredictable ways."
IBM fellow and vice president and chief technology officer of IBM Watson Rob High commented: "This project with Hilton and WayBlazer represents an important shift in human-machine interaction, enabled by the embodiment of Watson's cognitive computing. 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."
WayBlazer CEO Felix Laboy added: “WayBlazer is excited to bring Watson's cognitive computing capabilities directly to the traveller as a way to improve the in-destination experience. We believe providing personalized and relevant insights and recommendations, specifically through a new form factor such as a robot, can transform brand engagement and loyalty at the Hilton."
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