“AWS Is How”: the Accor hotels group is inspiring its customers with personalized travel experiences
The international hotels group is using technologies which are fully integrated on AWS to create an innovative customer service approach and provide personalized experiences.
That’s it, you’ve managed to get tickets for your dream destination and get away. Now you just need to find the ideal place to stay during this unique trip. You could spend hours checking marketplaces and opinions about holiday rentals and hotels, but most of all you want peace of mind and the certainty of staying somewhere that everything you might need is within easy reach.
At Accor’s Mercure London Hyde Park hotel, the hotels group has strengthened their operational effectiveness and improved its customer service by equipping each of its charming rooms with AI-based devices which run on AWS. AI is the electronic science domain which is dedicated to resolving cognitive issues which are usually associated with human intelligence, particularly learning, problem-solving and model recognition. These smart devices use AI to answer any questions customers might have during their stay, for example, the latest checkout time or the location of the gym which is accessible 24/24 in the hotel. Customers can use simple commands to adjust the temperature of their room, call the concierge, order room service and check airport waiting times. Staff can also use these smart devices to inform reception when a room is ready. Internal processes are rationalized and customers who are traveling are sure of a much more pleasant experience both when they arrive and when they leave.
Customer loyalty is a major strategic objective for the hospitality sector. In 2019, Accor launched ALL – Accor · Live Limitless, its loyalty program and booking platform in order to breathe life into the Group’s Augmented Hospitality vision. Didier Zapparata, SVP Engineering & Delivery at Accor, explains why the technological platform which supported the old loyalty program has been fully migrated to the AWS cloud. In particular, this is because of the range of services provided by AWS and also because of the expertise of its teams who have worked hand in hand with Accor throughout their project. This has resulted in an improved customer experience, maximum service availability and shortened time to market for the new services which are proposed to customers.