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AWS Solutions Library

Guidance for Digital Concierges for Hospitality on AWS

Overview

This Guidance demonstrates how hospitality companies can drive agent and employee productivity through automation and generative AI to increase guest satisfaction, upsell opportunities, and reduce the total cost of ownership of current customer experience technologies. It presents an omnichannel, multimodal, and generative AI experience using a conversational engine to automate processes, streamline operations, and enhance customer interactions. This Guidance empowers hospitality companies to deliver personalized and engaging experiences, leading to increased guest satisfaction.

How it works

This architecture diagram shows how hospitality companies can leverage generative AI to upsell opportunities and reduce total cost of ownership of current customer experience technologies.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

Amazon CloudWatch offers comprehensive observability into application performance and health through customizable dashboards and logs, enabling effective identification of bottlenecks and troubleshooting. AWS CloudFormation templates automate deployment processes, helping ensure consistent and reliable infrastructure across environments.

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The principle of least privilege is implemented through scoped AWS Identity and Access Management (IAM) policies with minimum required permissions. Amazon Bedrock safeguards applications by enforcing guardrails, blocking undesirable content, and redacting sensitive information.

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API Gateway and Lambda operate across multiple Availability Zones, minimizing infrastructure failure risks through redundancy. DynamoDB provides on-demand backup, point-in-time recovery, and global tables for data resiliency and backup across Regions. These services help eliminate infrastructure management tasks like capacity provisioning and patching, allowing you to focus on code over infrastructure management.

Read the Reliability whitepaper

OpenSearch Serverless auto-provisions and adjusts for fast data ingestion and millisecond response times, with smart caching for efficient storage usage. OpenSearch Serverless vector engine enables storing and querying billions of vector embeddings.

Knowledge Bases for Amazon Bedrock improve response accuracy through advanced parsing, chunking, query decomposition, and CSV and PDF handling, extracting meaningful information from unstructured documents.

Read the Performance Efficiency whitepaper

Costs are effectively managed through the DynamoDB auto scaling feature and OpenSearch Serverless automatic provisioning, which adjust to changing demand. The pay-as-you-go pricing model (meaning you pay only for resources used) and low total cost of ownership offered by DynamoDB and Amazon S3 data storage also contribute to cost optimization.

Read the Cost Optimization whitepaper

Energy consumption and resource utilization are minimized by the serverless nature of Lambda, which automatically scales to meet demand and reuses execution environments. OpenSearch Serverless further contributes to sustainability by decoupling compute and storage, scaling resources independently based on user requirements.

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Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.

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