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International Business Machines Corp. (NYSE:IBM)’s Watson To Power Customer Care Robot At Hilton (HLT) Hotels


Hospitality industry is getting a sense of International Business Machines Corp. (NYSE:IBM)’s Watson cognitive computing capability. Hilton Worldwide Holdings Inc (NYSE:HLT) is putting a Watson-powered robot on reception to respond to guests queries and also advise them accordingly.

The robot is called Connie and it will initially offer customer care services at Hilton’s McLean hotel in Tysons Corner, Virginia.

Connie becomes the first Watson-based robot designed for the hospitality industry reception desk. The robot is named after Hilton Hotels founder Conrad Hilton in the same manner Watson is named after Business Machines Corp. (NYSE:IBM)’s first CEO, Thomas J. Watson.

Beyond the legacy naming, Connie will have serious assignments to execute at the Hilton McLean hotel customer care desk. It will be greeting guests and answering their queries such as services offered at the facility and the opening hours of the hotel.

Additionally, Connie will advise tourists to the hotel about local attractions and all other important information that may help them have a great experience from their visit to Hilton hotels.

Hilton’s Connie robot will also answer guest queries relating to dinning recommendations and the feature of the hotel they are staying in. Such support should enable visitors to Hilton hotels to plan their trips well.

Connie will work alongside Hilton’s human staff at the reception desk.

Learning from interaction

International Business Machines Corp. (NYSE:IBM)’s Watson technology is known to get better through learning and interacting with its environment. In the same manner, Connie is expected to get better with time as it learns from its interaction with hotel guests.

IBM says that putting Watson in the hospitality is part of its focus on reimagining the travel experience to make it more enjoyable for guests.

Connie features

From Watson, Connie boasts features such as Speech to Text, Text to Speed, Natural language and Dialogue. These features make it possible to have a natural conversation with hotel guests and also to learn from interaction with the guests.

In addition to Watson, Connie is also equipped with cognitive engine called Wayblazer. The cognitive engine makes it possible for the robot to personalize recommendations and provide useful information about local attractions.

Connie is another project that demonstrates International Business Machines Corp. (NYSE:IBM)’s multi-industry approach with Watson. The technology is already being leveraged in healthcare, financial services and a host of other industries.

Neha Gupta

Neha Gupta has been in the financial space for over six years now. Gupta earned her MBA degree from Symbiosis Centre of Distance Learning in 2009 and her passion for finance led her to pursue Chartered Financial Analyst (CFA) course. She has successfully completed Level II of her CFA. She is a veteran in article writing, which is depicted in her numerous pieces published on SeekingAlpha, Nextiphonenews, InsiderMonkey, MarketWatch, and Techinsider. Her crisp and eloquent writing finds its best place in Researchcows, where emphasis is given on developing rich content for various websites, products, business plans, trainings, and book writing.

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