Hilton China launches AI customer service Chatbot

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Destination Editor
04:30:05 - August 21, 2020

Hilton China has announced the result of a month-long competition for the design of its new AI chatbot cartoon character as part of its newly launched AI customer service chatbot with an animated avatar.

The company says Change Chen from DoubleTree by Hilton Shiyan took the top prize, while Issa Li from Waldorf Astoria Shanghai on the Bund and Vicky Li from Hilton Chengdu took second and third place, respectively.

Hilton says 60 percent of designs in the competition were submitted by Hilton guests and staff members.

“I wanted to interpret Hilton’s warm hospitality with a simple, charming character. I hope that ‘Xiao Xi’, who is passionate about life and travel, can provide our guests and friends with cheer and support as an indispensable traveling companion,” said Change Chen.

“In the post-pandemic era, guests increasingly rely on online services and resources to choose travel destinations and products so that they can have better offline experiences. Consumers are more inclined to trust authoritative information from enterprise-owned digital platforms,” said Wendy Huang, senior vice president and commercial director, Hilton Greater China and Mongolia.

“Digital innovation serves as one of our five key strategies in China. Being the first global hospitality company to introduce an AI customer service chatbot to China is a clear sign that we are committed to our guests and the market.”

Hilton says the new AI customer service chatbot will give guests “a quick and convenient one-stop source for travel advisory services”. Currently, Xiao Xi is available 24/7 via Hilton China mobile apps – including iOS, Android, and the WeChat Mini Program.

Guests can ask Xiao Xi travel-related questions such as hotel information, local weather, Hilton Honors checking and promotion details. Xiao Xi is able to provide additional advice on travel and will even entertain guests throughout their journeys by continuously offering smart suggestions and tips through intensive trainings.

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