Watson Joins the Hilton Family

April 30, 2016

It looks like Paris Hilton might have a new sibling, although the conversations at family gatherings will be lackluster. No, the hotel-chain family has not adopted Watson, instead a version of the artificial intelligence will work as a concierge. Ars Technica informs us that “IBM Watson Now Powers A Hilton Hotel Robot Concierge.”

The Hilton McLean hotel in Virginia now has a now concierge dubbed Connie, after Conrad Hilton the chain’s founder. Connie is housed in a Nao, a French-made android that is an affordable customer relations platform. Its brain is based on Watson’s program and answers verbal queries from a WayBlazer database. The little robot assists guests by explaining how to navigate the hotel, find restaurants, and tourist attractions. It is unable to check in guests yet, but when the concierge station is busy, you do not want to pull out your smartphone, or have any human interaction it is a good substitute.

” ‘This project with Hilton and WayBlazer represents an important shift in human-machine interaction, enabled by the embodiment of Watson’s cognitive computing,’ Rob High, chief technology officer of Watson said in a statement. ‘Watson helps Connie understand and respond naturally to the needs and interests of Hilton’s guests—which is an experience that’s particularly powerful in a hospitality setting, where it can lead to deeper guest engagement.’”

Asia already uses robots in service industries such as hotels and restaurants. It is worrying that Connie-like robots could replace people in these jobs. Robots are supposed to augment human life instead of taking jobs away from it. While Connie-like robots will have a major impact on the industry, there is something to be said for genuine human interaction, which usually is the preference over artificial intelligence. Maybe team the robots with humans in the service industries for the best all around care?

Whitney Grace, April 30, 2016
Sponsored by ArnoldIT.com, publisher of the CyberOSINT monograph

Written by Stephen E. Arnold · Filed Under AI, Business strategy, Corporate Concerns, IBM Watson, Management, News, Technology

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.