Be Customer Smart Blog

Definitions: Traditional Concierge Services (Hospitality) Concierge services in the hospitality industry have a rich tradition of being primarily provided by upscale, luxury hotels catering to wealthy clients such as high-net-worth individuals, executives, VIPs, and celebrities. The core idea of the classic concierge service involves a seasoned assistant who organises and oversees tasks for a busy patron, delivering exceptional personal care, a human touch, professionalism, a

Definition of AI Concierge: An AI Concierge can be defined as a technologically advanced, intelligent and personalised assistant, inspired by the traditional concierge concept. It is designed to cater to a customer’s psychological, emotional, and physical needs throughout their service journey, employing proactive measures to enhance their experience  (Li et al., 2022; Sumner and Quinn, 2017). The concept is often mistakenly equated with chatbots. An AI Concierge differs fro

Regardless the industry of application text-based AI Assistants (BCS-As) are based on LLMs (Large Language Models) agents. Depending on their functionality these LLM agents can be divided into the following types: Task-Specific Agents Conversational Agents Decision Support Agents Workflow Automation Agents Collaborative Agents Predictive Agents Adaptive Learning Agents General Agents As we deal with Bespoke Customer Service Assistants (the BCS-As) for the hospitality indus

For the purpose of this article and illustrating the capabilities of the Bespoke Customer Service Assistant (the BCS-A) we have taken the article written by Steven John on 2 May 2019 titled ' 6 questions you should ask the hotel concierge to get the most out of your stay — and 1 question you should never ask ' and compared the author's statements to today's virtual realities. Here is what has come out of it. 'Concierge' role A still from The Grad Budapest Hotel (2014) movie