AI Concierge Service at Novotel Dongdaemun


Novotel, a midscale hotel brand under Accor, is a leading multinational hospitality company. Operating in 92 countries with nearly 3,600 hotels and a workforce of 170,000 employees, Novotel is committed to creating exceptional guest experiences through continuous innovation.

In response to evolving technological trends in the hospitality sector, Novotel was in search of potential AI technologies to enhance its guest services. In a strategic partnership, the company worked with DeepBrain AI to introduce a conversational AI Human Service at Novotel Ambassador Seoul Dongdaemun Hotels & Residences in Seoul, Korea.

Addressing Staffing Challenges and Enhancing Guest Service

Novotel had encountered staffing challenges impacting the hotel's ability to deliver optimal guest service, particularly during holidays and weekends. With the labor force shrinking and high visitor traffic, addressing guest inquiries became increasingly difficult, resulting in delays and extended wait times for guests.

Furthermore, as a popular destination for international visitors, Novotel faced an additional hurdle in ensuring efficient hospitality services to all guests. The diversity of languages among guests often led to confusion and extended wait times. The hotel's staff had to either locate a colleague proficient in the guest’s language or rely on translation devices, adding pressure on employees during busy periods.

To address these issues, Novotel sought a solution to supplement its staffing limitations and deliver satisfactory, on-brand experiences for all guests.

Introduction of AI Receptionist

DeepBrain AI successfully addressed Novotel’s challenges by implementing a dedicated AI Receptionist kiosk system in the hotel’s lobby. Powered by patented conversational AI Human technology, the AI Receptionist or AI Concierge effectively handles guest inquiries and provides answers to frequently asked questions.

The AI Receptionist is developed using one of DeepBrain AI's pre-built conversational AI models designed to synthesize the appearance, speech, and movements of real humans. Equipped with advanced speech synthesis and Speech-to-Text (STT) technology, guests can engage in conversations with the AI Receptionist that closely resemble natural interactions with human staff. The AI Receptionist also utilizes real-time Voice of the Customer (VoC) data to improve its service by learning from previous customer queries.

Amazon Web Services (AWS) played a pivotal role in building this solution, providing the necessary infrastructure for hosting and synthesizing DeepBrain AI’s avatars and solutions on the cloud. The company utilizes Amazon Elastic File System (Amazon EFS) to support its AWS services, including Amazon Elastic Kubernetes Service (Amazon EKS), which enables scalable growth of Kubernetes clusters for avatar and video synthesis, as well as web-scale cloud computing. 

Amazon Elastic Compute Cloud (Amazon EC2) then provides secure and resizable compute capacity in the cloud, while Amazon Simple Storage Service (Amazon S3) ensures streamlined and efficient data storage and retrieval. DeepBrain AI's integration with AWS demonstrates its dedication to rapidly scaling its infrastructure to meet demands and drive innovation.

Key Benefits and Results

The AI Receptionist at Novotel Ambassador Seoul Dongdaemun has demonstrated remarkable performance, handling over 50 interactions daily, totaling approximately 1,500 per month and 20,000 annually. This has translated into improved guest satisfaction and reduced workload for human staff, demonstrating the successful integration of  AI technology in hospitality. Just after two months of launch, 2.5 million minutes were spent on the kiosk.

The introduction of the AI Receptionist brought several benefits for Novotel Ambassador Seoul Dongdaemun, notably:

  • Reduced Wait Times: The AI Receptionist can quickly answer guests' queries, providing an additional resource and significantly reducing wait times.
  • 24/7 Availability: The AI Receptionist provides round-the-clock assistance, promptly addressing guest inquiries, even outside regular business hours.
  • Improved Efficiency: With another resource to handle high volumes of interactions, the AI Receptionist alleviates the burden on human staff, allowing them to focus on more complex tasks.
  • Consistency in Service: The AI Receptionist ensures consistent, on-brand service, maintaining a high standard of service during every interaction.
  • Multilingual Interaction: AI Receptionist communicates in any guest's preferred language while maintaining natural conversation.

The AI Receptionist is a breakthrough addition to the hospitality sector, demonstrating how AI can improve customer interactions, streamline operations, and enhance brand experiences.

About DeepBrain AI

Headquartered in Palo Alto, California, DeepBrain AI has received numerous accolades including the CES 2022 and 2023 Innovation Awards for its proprietary technologies, AI Video Generator (AI Studios) and Conversational AI Avatar (AI Human) platforms.

DeepBrain AI strives to bridge the gap between digital interactions and human engagement, utilizing real-time AI and video synthesis solutions to create the most realistic AI avatars. The company has made a substantial impact in various industries, including media, finance, commerce, hospitality, and education.

As a proud AWS Partner, DeepBrain AI leverages AWS's technologies, programs, expertise, and tools to deliver AI-driven solutions and establish the company as a leader in the field.

Discover more about DeepBrain AI's innovative solutions and partnership with AWS