The Futuristic Customer Experience is Here

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As our achievements in technology advance, companies will find a way to leverage on these advances to give more value to the products and services they offer.

Hilton worldwide have done that with ‘Connie’. Connie, a Watson-enabled robot concierge, has made its debut at the Hilton McLean. IBM developed the robot, which draws on domain knowledge from Watson, the system also leverages data from WayBlazer to enhance location data and make suggestions based on proximity to the hotel, to help hotel guests figure out what to visit, where to dine, and how to find anything at the property.

Connie is named for Hilton Worldwide’s founder Conrad Hilton. The company is testing out Connie at its property next door to its headquarters. It has not yet decided if it will introduce Connie to other properties.

The power of Watson allows Connie to learn as customers as more questions, allowing the program to offer more precise answers based on tone and sense of urgency. The program will also record customer questions and send the audio to the Hilton brand, giving them customer insight and the ability to adjust Customer experience accordingly.

The development of Connie has opened up a world of possibility for the future of personalized Customer experience  via Artificial Intelligence.
Perhaps in the future there will be robotic butlers in hotel rooms to make guests experience as delightful as possible.

Kelechi Okeke
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