Hilton has revolutionized its customer service in China with the introduction of Xiao Xi, an AI-powered chatbot designed to provide guests with a seamless and personalized travel experience. This innovative approach to customer service underscores Hilton’s commitment to digital innovation and enhancing the guest journey.
Hilton’s AI Chatbot: A New Era of Customer Service
Xiao Xi, launched in February 2020, marks a significant step in Hilton’s digital strategy. This AI chatbot offers Hilton Honors members and guests a convenient, one-stop solution for travel inquiries. From hotel information and local weather forecasts to Hilton Honors points and promotions, Xiao Xi provides instant answers and support.
The development of Xiao Xi included a month-long design competition, engaging both Hilton team members and guests. Change Chen from DoubleTree by Hilton Shiyan won the competition, creating a personable and charming avatar for the chatbot. This collaborative effort highlights Hilton’s dedication to incorporating guest feedback and creating a truly guest-centric experience.
Xiao Xi: Exceeding Expectations in Customer Satisfaction
Since its launch, Xiao Xi has addressed over 50,000 customer inquiries, achieving a remarkable 94% customer satisfaction rating. This impressive performance surpasses industry averages for AI chatbots, demonstrating the effectiveness of Hilton’s investment in AI-driven customer service. Xiao Xi’s ability to provide quick, accurate, and helpful responses has significantly improved the guest experience.
A Seamless Digital Experience Across Platforms
Xiao Xi is accessible 24/7 through Hilton’s China mobile apps, including iOS and Android platforms, as well as the WeChat Mini Program. This multi-platform availability ensures that guests can easily connect with Xiao Xi whenever they need assistance, regardless of their preferred device.
Hilton’s Commitment to Digital Innovation in China
The introduction of Xiao Xi is part of Hilton’s broader digital strategy in China, focusing on enhancing the online experience for guests. This strategy includes collaborations with major online travel agencies (OTAs), the launch of the Chinese Hilton Honors app, and the establishment of a flagship store on Fliggy. These initiatives demonstrate Hilton’s commitment to leveraging technology to meet the evolving needs of its customers. By embracing digital innovation, Hilton continues to solidify its position as a leader in the hospitality industry, consistently providing exceptional service and convenience to its guests.
Xiao Xi: Your Personalized Travel Assistant
Xiao Xi not only provides answers to common travel questions but also offers personalized recommendations and tips, ensuring a smooth and enjoyable travel experience. This personalized approach further distinguishes Hilton’s customer service, making Xiao Xi a valuable travel companion for guests exploring China. Through continuous training and development, Xiao Xi is constantly evolving to better serve the needs of Hilton guests, reinforcing Hilton’s commitment to delivering exceptional customer service in the digital age.
