【2020 Solutions】 Always Hears Your Voice - Aiello Voice Assistant
The development of AI voice assistants has become increasingly mature, but there is a lack of applications specifically for the hotel industry. Therefore, the AI voice assistant developed by Aiello can complete room service, equipment introduction, check-out, and stay extension, making it a considerate AI butler.
The introduction of AI voice assistants into the hotel industry will help improve the experience of guests
Google Assistant, Apple's Siri, and Amazon's Alexa are known as the world's three major voice assistants. The applications of voice assistants are becoming growingly diverse, but they are mostly used in handheld devices, personal applications and home applications. Some hotel operators are optimistic about demand in the hotel industry, and have introduced AI voice assistants into hotel industry applications, leading to the rise of smart hotels.
Aiello was founded in October 2018 and launched the Aiello Voice Assistant that supports Chinese and English. The Aiello butler, which looks like an alarm clock, can assist with room service, equipment introduction, check-out, and stay extension after receiving voice commands from hotel guests.
▲ Hotel voice assistant
For example, if a hotel guest needs drinking water or newspapers, he only needs to say to the Aiello Voice Assistant: "Please send a bottle of mineral water to my room" or "Please send a newspaper to my room." After the Aiello butler receives the guest's voice command, the customer service manager will directly send someone to deliver mineral water or newspaper. This prevents poor service or even customer complaints because counter staff missed a call.
In addition to receiving instructions from guests, Aiello Voice Assistant can also combine the functions of a phone and an alarm clock, and has a built-in Bluetooth speaker, so that it can automatically play online streaming music with a single command, providing guests with a better service experience.
Deepening service scenarios and expanding practical applications
Aiello Voice Assistant uses natural language processing (NLP) and semantic analysis to recognize customers' voice commands and complete multiple room services, reducing unnecessary communication time and potential human error. Among them, semantic analysis is used to replace the rule-based model and the exhaustive method of linguistics. It can understand at least three questions at a time, which is more in line with people's conversation habits and more adaptable to different situations, thereby deepening the service scenario.
Hsien-Hsien Liao, co-founder of Aiello, also believes that deepening the service scenario is the only way for consumer experience reach a certain level. BERT proposed by Google also uses image analysis to replace the rule-based model and the exhaustive method of linguistics. This technology has gradually become mainstream in the market.
The introduction of AI voice assistants into the hotel industry to provide services will effectively replace manpower to optimize and improve the quality and efficiency of room service.
The current version of Aiello is already online and will initially target the Chinese market. The company is currently negotiating with hotel groups and system service providers in first-tier cities, and has two models: monthly rental and buyout. In the future, more services will be integrated to expand the business model, including calling taxis, purchasing tickets for entertainment, and booking travel packages.
In the future, the company will further design a new type of in-room service system specifically for hotels. It transforms the in-room voice portal and the hotel's SaaS platform into a new retail channel to maximize benefits for hotel operators.
The current challenge is that it is difficult to find news and music content providers in Taiwan who are willing to cooperate in providing services. However, as the system becomes more mature and the products continue to be promoted towards the hotel industry, more content manufacturers will be attracted to work with the company.