Ajay 'AJ' Aluri

routine rule-based problems so they can take care of the human as customer service.

Now I know concierge at hotels, not all of them, but some of them, for example, if I asked for a romantic restaurant recommendation, they might be a shill for the restaurant.

They might send me to a restaurant that has kind of a handshake with a hotel.

But if that were to happen, I would still trust it a lot more than like going to a screen saying, hey, can I have some restaurant recommendations?

Is that what you're finding?

Like the people want that personal touch and that when they ask for help, even if a machine can provide it, it's just a weird experience?

So this is where, when it comes to AI concierge, a lot will change in the future.

And then right now, you think a lot of the employees are well-trained.

They know exactly how to really guide you to that dinner experience, right?

But guess what?

The recent research with conversational AI, I'm working with a service robot that has so much of data.

It has a lot of information about you, about the region, and all of it.

Sometimes you cannot train a human to know most everything and everywhere.

including multilingual.

This particular service bot can talk 50 plus languages at an advanced level.

So just think about that.

You know, the multilingual, the database, the ability to connect with the PMS systems, the property management systems, that is where the future is going.

Because you can do that with AI Concierge, with a service robot or a conversational AI bot as part of your app, as part of your website.

It sounds like cool technology, but how do the customers respond to it?

So most of the customers obviously prefer instant experiences.