Current Situation
Today, service in hospitality and travel is conducted largely via face-to-face service or digital devices, but even digital interaction still requires human intervention to execute. This can often create friction, reduce guest satisfaction, and lose opportunities for upselling or subsequent business.
Goals and Objectives
A platform of technologies is created that removes touch points and eliminates required actions of guests and employees onsite while delivering superior service in an automated and predictive way, streamlining onsite service, and promoting pre-arrival or off-premises service/check-in when appropriate. Leverage customer data, touch-free technologies, and sensor technologies to automatically curate experiences/service and computer vision to allow seamless “walkout” experiences.
Technology Deployed
Hardware: Personal devices, edge computing, enterprise hardware
Software: Mobile applications, AI, computer vision, machine learning, network software
Services: Business services, IT services, connectivity services
Other: IoT, 5G, robotics/automation, virtual reality/augmented reality, and voice technology
Use Case Summary
Use the next phase of contactless service to allow guests and travelers to utilize personal devices or onsite customer-facing technology to trigger service, payment, or interaction with the appropriate systems via computer vision, voice recognition, geolocation sensors, and IoT platforms. The combination of connected devices allows guests/travelers to take minimal actions to achieve desired outcomes from requesting service to making purchases, eliminating the need for staff interaction.