The Challenge
As an emerging hotel software management company, our client sought to differentiate their service by offering extensive human like concierge services to their clients’ guests. Specifically, they sought to minimize the repetitive effort spent by hotel staff on answering common guest queries, aiming to enhance the overall guest experience and foster loyalty through premier-level concierge services, such as personalized and localized restaurant recommendations. The objective was to seamlessly scale to thousands of hotels worldwide, without imposing additional time burdens on hotel staff, ensuring both operational efficiency and elevated guest satisfaction.
The Solution
Strategic Planning and Prototyping
We embarked on our journey using the Xyonix Pathfinder process, which allowed us to build a detailed understanding of the desired user experience and outline a robust AI strategy and project plan to help us get there. This planning groundwork was critical for directing our data science and development efforts efficiently.
Armed with our path forward, we quickly created a prototype of our virtual concierge system; this early version facilitated direct feedback from end hotel customers through our customer’s sales team, providing valuable insights for refinement.
Integration
Parallel to prototype testing, we developed an early but streamlined API to ensure seamless integration with the client’s existing hotel management system, speeding up the adaptation process based on real user feedback while minimizing our client’s integration development time. In addition, a clean decoupling of the system from the UX/UI/devops layers helped both sides (Xyonix and Client) develop in parallel without blocking each other.
The solution core
Our solution is a state-of-the-art, AI-driven virtual concierge system, encapsulated in Docker containers for effortless deployment by our customer’s devops teams. It encompasses a detailed knowledgebase for hotel inquiries and an LLM-based dialog system for engaging guest interactions. Our system is distinguished in part by its intelligent knowledgebase editor, which bootstraps content through web crawling, merges duplicate entries, and optimally directs precious human curator efforts ensuring a reliable yet continuously evolving information source. Advanced features are included to maintain response accuracy and direct complex queries to human staff, improving the guest experience efficiently.
Final Delivery and Knowledge Transfer
Throughout the development process and even after multiple customer deployments, Xyonix delivered fully tested and functional docker containers in addition to project specific code and snapshots of our open-sourced Mayetrix platform. Once the client felt things had matured well enough for them to take over, we held structured comprehensive meetings and walked the team through every aspect of the solution ensuring their technical team was fully equipped to manage and evolve the system independently. This detailed handover process was designed to make the client's technical team feel confident in carrying the solution forward, emphasizing our commitment to not just delivering a product, but also empowering our client with the knowledge and tools for sustained success.
The Results
Sales Team Empowerment: Quick prototyping enabled immediate engagement with end customers, facilitating rapid validation and feedback.
State-of-the-Art Interaction: Featuring a cutting-edge dialog system for very human-like interactions, enhancing the guest experience.
Robust System Architecture: A clear, working system and algorithmic architecture ready for current use and future evolution.
Accelerated Time to Market: Our efforts significantly sped up the client's time to market.
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