Huazhu partners with Tencent to create a hotel service agent, already implemented in over 3,200 stores.

Great news!

Tencent and Huazhu’s Explore Agent have achieved initial results in hotel services.

Over the past six months, the jointly developed hotel intelligent concierge—“HuaXiao AI”—has been launched in over 3,200 Huazhu hotels, covering various in-stay service scenarios such as guest requests for items, hotel information, amenities, nearby attractions, extended stays, and invoicing.

(Experience “HuaXiao AI” in Huazhu’s APP/mini-program - Services section)

From now on, (including but not limited to) these questions, please leave to “HuaXiao AI”!

//Automatically handles 70% of high-frequency questions, responds in 5 seconds

Focusing on the most complex and service-intensive “in-stay” scenarios, both parties built 38 workflows based on Tencent Cloud’s intelligent agent development platform (Tencent Cloud ADP).

The system can understand and respond to guest inquiries within 5 seconds, automatically generate work orders, and coordinate with hotel hardware systems to dispatch robots to complete deliveries, handling tasks directly.

Currently, “HuaXiao AI” can automatically handle over 70% of common inquiries, with an accuracy rate exceeding 95%.

All participating stores have a 100% adoption rate, with some hotels seeing a daily usage rate of up to 94% among guests.

//From “Ask” to “Act,” 24/7 real-time online service

Unlike traditional keyword-matching customer service systems, the upgraded “HuaXiao AI” has strong understanding and execution capabilities, efficiently resolving common guest questions such as:

- High-frequency questions, answered instantly

WiFi passwords, breakfast hours, laundry room location, gym opening times…

These questions, which previously relied heavily on manual responses, are now handled by the intelligent agent.

The system can automatically call relevant business information based on different intents, providing consolidated replies so guests can resolve most basic issues through a single entry point.

- Multiple questions handled simultaneously without “getting stuck”

In real stay scenarios, guest questions are often not sequential but change at any time.

Relying on Tencent Youtu Lab’s self-developed intent recognition model, the system can accurately parse complex user intents.

Even if the guest switches needs mid-conversation, the intelligent agent can promptly detect and adjust its response logic, avoiding the traditional “one issue at a time” and frequent interruptions.

- Automatic work order generation

When a request escalates from “inquiry” to “action,” the system automatically proceeds to the next step.

In scenarios like guest requests for items, extended stays, or service requests, the intelligent agent can fill in key information during the conversation and automatically generate work orders, reducing manual transfers and making the service process faster and smoother.

- After work order creation, direct hardware execution

HuaXiao AI connects directly to IoT devices, enabling fully automated delivery processes. Leveraging system collaboration and model capabilities, it can automatically identify hotels and rooms, verify checklists, and issue commands without human intervention, greatly freeing frontline staff.

Robots are dispatched automatically to complete deliveries, truly turning “instructions” into “actions.”

Currently, this joint exploration has entered a scaled deployment phase, soon covering thousands of hotels.

Stay tuned and welcome!