Hilton and IBM Power First Robot Concierge

A cognitive technology platform, Connie represents a new era in computing where systems understand the world like humans do

Hilton Worldwide and IBM are collaborating to pilot Connie, the first Watson-enabled robot concierge in the hospitality industry. The artificial intelligence assist service draws domain knowledge from Watson and WayBlazer to inform guests on local tourist attractions, dining recommendations, hotel features, and amenities.

The creation, named after founder Conrad Hilton signifies a pilot production; it is the first time IBM has developed machinery of the sort. He will work with Hilton’s team members to assist with visitor requests, personalise the guest experience, and empower travellers with more information to help them plan their trips.

Currently stationed near reception at the Hilton McLean in Virginia, the robot is learning to interact with guests and respond to their questions in a friendly and informative manner. He uses a combination of Watson APIs including Dialog, Speech to Text, Text to Speech, and Natural Language Classifier.

Enabling him to greet guests upon arrival and answer questions about hotel amenities, services, and operation hours, Connie taps into WayBlazer’s extensive travel domain knowledge powered by Watson. He is also equipped to recommend places to visit; local attractions outside the hotel.

The more guests interact with him, the more he learns, adapts, and improves its recommendations. The hotel will also have access to a log of the questions asked and his answers, which can enable improvements to guests’ experiences before, during, and after their stays.

The above is an example of the brand’s long history of innovations to enhance guest stays. By 1947, the company was the first to introduce televisions to guest rooms. Recent innovations include digital check-in with Room Selection, which recently surpassed 10 million users.

Digital Key and partnerships with Uber are being leveraged to deliver ‘Local Scene’ and ‘Ride Reminders’ with Tesla and Current, to rapidly expand the electric vehicle charging programme. Connie is a cognitive computing technology platform symbolising computing like humans do— through the senses, learning, and experience.

“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,” said Jonathan Wilson, Vice President, Product Innovation and Brand Services at Hilton Worldwide.