Contemporary applications of AI concierge in the service sector
| AI type/firm | AI technology | Description |
|---|---|---|
| Dialog interface | ||
| ChatGPT | Integrated ChatGPT to enhance its online travel booking experience, offering real-time conversational assistance for flight, hotel and other travel product reservations. This advanced AI-powered service allowed users to easily inquire about travel options, make personalized bookings and receive instant support for travel-related queries |
| Watson AI | Integrated Watson AI concierge to deliver personalized and interactive assistance, improved patient engagement and satisfaction by offering guidance, answering questions, and providing access to healthcare resources |
| Wingman | Introduced Wingman to enhance the shopping experience for menswear with labor-saving benefits. It assisted shoppers in selecting suitable attire by offering style advice, answering product-related questions, and providing access to an extensive range of men’s fashion resources |
| Volvo Concierge | Introduced the Volvo Concierge, a service aimed at enhancing car ownership experience, available even while driving. The service had already been implemented in the Volvo XC90, providing detailed guidance, answering vehicle-related questions, and offering easy access to a suite of automotive services and resources |
| Virtual avatar | ||
| Fritz | Transformed the hotel self-check-in by introducing an individual virtual avatar named Fritz. Fritz was designed to help with a human-like presence, providing information, responding to enquiries, delivering customized recommendations, and engaging in small talk |
| Sensely | Partnered with Braide’s My Health Concierge, EYVA was designed to assist medical professionals in accessing the latest patient data. Additionally, it employed AI for pre-quoting and directing patients to the appropriate doctor, eliminating barriers that previously hindered ease of access to care. The incorporation of an avatar helped humanize the process, providing additional emotional support for patients |
| DeepBrain | Integrated DeepBrain to foster an emotional and personalized connection with customers. Besides the usual bank services provided at kiosks, it enabled a deeper emotional engagement with customers, making them feel more appreciated. This approach helped in retaining customers and increasing interest in their financial offerings |
| Watson AI | Integrated the Watson AI concierge with a virtual avatar named Iris to assist travelers at information kiosks, enhancing the experience with a more emotional connection. Beyond basic functionalities, Iris boasted emotional detection and response capabilities, engaging with travelers through empathetic facial expressions and gestures |
| Holographic projection | ||
| Holobox | Introduced Holoconnect’s Holobox at Aiden hotels, replacing traditional front desk staff with holograms. This innovative solution provided a personalized and immersive guest experience at front desks, addressing staff shortages |
| Tensator | Integrated Tensator Virtual Assistant as a concierge service at the hospital, simplifying the reception and registration process with personalized interactions. Moreover, it enhanced warm communications, offering a more engaging experience compared to traditional self-check-in kiosks |
| Vesna | Unveiled “Vesna,” a holographic banking assistant, at the Bratislava branch in Slovakia, designed to handle more than 150 different banking scenarios. Vesna personalized financial concepts and services for consumers. Moreover, interacting with a projected human-like figure made banking interactions more realistic and empathetic, leading to enhanced customer satisfaction and loyalty |
| Tensator | Integrated Tensator Virtual Assistants at terminal checkpoints to educate passengers on the do’s and don’ts of security screening ahead of time. It freed up transportation security officers’ time for other duties. Moreover, the use of projected TSO images added a perception of both approachability and authority, making communication more efficient and enhancing the overall effectiveness of the screening process |
| Tangible service robot | ||
| Pepper | Implemented Pepper, a humanoid robot, into the hotel lobby to enhance the guest experience. Pepper was uniquely designed to recognize and respond to human emotions and behaviors. Additionally, this advanced robot further assisted in providing directions and performing various tangible tasks |
| Sam | Sam, a robotic concierge, was designed to transform senior living communities. Sam personalized resident check-ins, communication, automated fall hazard assessments, remote operation for enhanced social interactions, and support in non-medical tasks to solve the labor-shortage challenge in those facilities |
| Pepper | Developed Pepper, the first humanoid robot in banking service to interact with consumers. Pepper personalized responses to inquiries and offer customized entertainments, such as playing music, lighting up, dancing, and even taking selfies with customers. Moreover, Pepper could also provide tangible guidance by leading customers in the right direction |
| Airstar | Deployed at South Korea’s Incheon International Airport, AirStar was crafted to aid travelers by guiding them to their destinations. Additionally, it offered personalized shopping and dining recommendations, provided information in multiple languages for inquiries, and entertained by taking selfies, dancing and telling jokes |
| AI type/firm | AI technology | Description |
|---|---|---|
Expedia | ChatGPT | Integrated ChatGPT to enhance its online travel booking experience, offering real-time conversational assistance for flight, hotel and other travel product reservations. This advanced AI-powered service allowed users to easily inquire about travel options, make personalized bookings and receive instant support for travel-related queries |
Cleveland clinic | Watson AI | Integrated Watson AI concierge to deliver personalized and interactive assistance, improved patient engagement and satisfaction by offering guidance, answering questions, and providing access to healthcare resources |
Men’s wearhouse | Wingman | Introduced Wingman to enhance the shopping experience for menswear with labor-saving benefits. It assisted shoppers in selecting suitable attire by offering style advice, answering product-related questions, and providing access to an extensive range of men’s fashion resources |
Volvo | Volvo Concierge | Introduced the Volvo Concierge, a service aimed at enhancing car ownership experience, available even while driving. The service had already been implemented in the Volvo XC90, providing detailed guidance, answering vehicle-related questions, and offering easy access to a suite of automotive services and resources |
GHOTEL Hotel & living Bochum | Fritz | Transformed the hotel self-check-in by introducing an individual virtual avatar named Fritz. Fritz was designed to help with a human-like presence, providing information, responding to enquiries, delivering customized recommendations, and engaging in small talk |
Allianz (insurance) | Sensely | Partnered with Braide’s My Health Concierge, EYVA was designed to assist medical professionals in accessing the latest patient data. Additionally, it employed AI for pre-quoting and directing patients to the appropriate doctor, eliminating barriers that previously hindered ease of access to care. The incorporation of an avatar helped humanize the process, providing additional emotional support for patients |
Kookmin bank | DeepBrain | Integrated DeepBrain to foster an emotional and personalized connection with customers. Besides the usual bank services provided at kiosks, it enabled a deeper emotional engagement with customers, making them feel more appreciated. This approach helped in retaining customers and increasing interest in their financial offerings |
DFW airport | Watson AI | Integrated the Watson AI concierge with a virtual avatar named Iris to assist travelers at information kiosks, enhancing the experience with a more emotional connection. Beyond basic functionalities, Iris boasted emotional detection and response capabilities, engaging with travelers through empathetic facial expressions and gestures |
CIC hospitality | Holobox | Introduced Holoconnect’s Holobox at Aiden hotels, replacing traditional front desk staff with holograms. This innovative solution provided a personalized and immersive guest experience at front desks, addressing staff shortages |
Oswestry hospitality | Tensator | Integrated Tensator Virtual Assistant as a concierge service at the hospital, simplifying the reception and registration process with personalized interactions. Moreover, it enhanced warm communications, offering a more engaging experience compared to traditional self-check-in kiosks |
Erste bank | Vesna | Unveiled “Vesna,” a holographic banking assistant, at the Bratislava branch in Slovakia, designed to handle more than 150 different banking scenarios. Vesna personalized financial concepts and services for consumers. Moreover, interacting with a projected human-like figure made banking interactions more realistic and empathetic, leading to enhanced customer satisfaction and loyalty |
Boston Logan airport | Tensator | Integrated Tensator Virtual Assistants at terminal checkpoints to educate passengers on the do’s and don’ts of security screening ahead of time. It freed up transportation security officers’ time for other duties. Moreover, the use of projected TSO images added a perception of both approachability and authority, making communication more efficient and enhancing the overall effectiveness of the screening process |
Mandarin oriental hotels | Pepper | Implemented Pepper, a humanoid robot, into the hotel lobby to enhance the guest experience. Pepper was uniquely designed to recognize and respond to human emotions and behaviors. Additionally, this advanced robot further assisted in providing directions and performing various tangible tasks |
Luvozo | Sam | Sam, a robotic concierge, was designed to transform senior living communities. Sam personalized resident check-ins, communication, automated fall hazard assessments, remote operation for enhanced social interactions, and support in non-medical tasks to solve the labor-shortage challenge in those facilities |
Softbank | Pepper | Developed Pepper, the first humanoid robot in banking service to interact with consumers. Pepper personalized responses to inquiries and offer customized entertainments, such as playing music, lighting up, dancing, and even taking selfies with customers. Moreover, Pepper could also provide tangible guidance by leading customers in the right direction |
Incheon airport | Airstar | Deployed at South Korea’s Incheon International Airport, AirStar was crafted to aid travelers by guiding them to their destinations. Additionally, it offered personalized shopping and dining recommendations, provided information in multiple languages for inquiries, and entertained by taking selfies, dancing and telling jokes |
Source(s): Table created by the authors
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