Millennium Hotels and Resorts (MHR) has partnered with Aiello to implement the AI-powered Aiello Voice Assistant (AVA) across six properties in Singapore and Thailand.
This collaboration aims to enhance guest experiences and improve operational efficiency and sustainability in the hospitality sector.
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The partnership leverages Aiello’s AI technology to provide personalised, voice-activated services, setting new standards for operational efficiency and environmental sustainability.
Aiello CEO and co-founder Vic Shen said: “Through this collaboration, we have demonstrated how our AI solutions can transform hotel management. By creating a bespoke AI database for MHR, alongside a property and corporate dashboard that visualises AVA and TMS [tag management system] user behavior data, we empower hoteliers to monitor and understand guest interactions anytime and anywhere.
“With the addition of a multi-hotel view, MHR gains a comprehensive understanding across properties, enabling data-driven strategies and a truly personalised service. Together with MHR, we’re leading the digital transformation of the hospitality industry, creating more intelligent and intuitive hotel environments.”
Shen further emphasised the environmental benefits, stating: “By replacing the cabling in over 2,300 rooms with AVA, we would reduce 6,240kg of carbon dioxide emissions, equivalent to what 284 trees would absorb.”
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By GlobalDataMHR’s properties in Singapore have achieved Global Sustainable Tourism Council certification, reflecting their commitment to sustainability.
City Developments head of group innovation Ke-Vin Lim highlighted that MHR is the first hotel group in Singapore to implement AVA in guest rooms, enhancing property value and competitiveness.
Lim said: “By replacing outdated in-room amenities and printed materials, we’re making a long-term, sustainable investment.”
MHR Global Sales and Partnerships senior vice president Andy Tan said: “Integrating AVA with our task management system, housekeeping staff can receive real-time updates on room statuses and guest requests, reducing manual tasks and streamlining workflows.”
M Social Hotel Phuket is the first hotel in the MHR Group to implement AVA, which helped in the successful transformation of its guest services.
M Social Hotel Phuket general manager Pjey Mayandi stated, “Our goal was not only to enhance operational efficiency but also to deliver a seamless, enjoyable experience for our guests.”
AVA serves as the hotel’s central hub, integrating cloud-based phone systems, task management, in-room dining, and smart room controls, streamlining operations. The hotel has seen a reduction in call volumes, showcasing the system’s effectiveness.
Aiello plans to expand its SaaS platform, Aiello-One, to more hospitality providers across Southeast Asia, Japan, and beyond.
