Hotels in Asia-Pacific Start Relying on AI to Enhance Guest Services
Hotels in Asia-Pacific are increasingly adopting AI-powered guest services to respond to rising guest expectations for fast and integrated digital experiences. AI technology is seen as a way for hotels to boost operational efficiency while maintaining the quality of guest experience. An AI-based conversational platform is partnering with technology firms to deliver an AI-driven guest communications system in the hospitality industry across Asia-Pacific. The collaboration is being realised through integration with Rainbow Hospitality, the platform of Alcatel-Lucent Enterprise (ALE).
CEO Mimin, Joseph Simbar, said the hotel industry in Asia-Pacific is currently facing high volumes of inbound calls, especially during peak hours. This condition has led to about 10 to 30 percent of calls being reported as unanswered due to constraints in hotel operational workflows.
“This collaboration enables hotels to transform everyday interactions with guests into automated services that can enhance operational efficiency and guest satisfaction,” Joseph said in a statement.
Through the system, hotels can integrate guest communications services into a single platform, ranging from telephone and chat to WhatsApp. The technology is also claimed to help hotels respond to communications at scale without losing the personal touch with guests.
Apart from the issue of high call volumes, the hotel industry is also seen as facing challenges in integrating customer communications data. For example, guest requests conveyed via social media are often not conveyed during the check-in process.
Joseph regards the implementation of voice AI as one of the steps to meet the digital transformation needs of the hospitality sector in the Asia-Pacific region.
Meanwhile, Dirk Dumortier, Director of Vertical Partnerships APAC at Alcatel-Lucent Enterprise, said guest expectations for hotel services are increasingly oriented towards a seamless, mobile-first digital experience.
“Through Rainbow Hospitality, we are transforming from conventional in-room systems to an integrated digital orchestration platform,” Dirk said.
In the initial stage of implementation, the solution is claimed to reduce inbound call volumes by up to 75 percent. The system also features a multilingual voice agent available 24/7 in more than 20 languages and dialects, as well as support for sovereign cloud with data storage locations in Singapore and Australia.
Mimin and ALE aim to broaden the implementation of the AI technology to other global markets throughout 2026 after receiving positive responses from the Asia-Pacific market.