As digital technology rapidly evolves, the global hospitality industry is undergoing an accelerated wave of digital transformation. Confronted with growing labor shortages, rising guest expectations for service experience, and the widespread adoption of AI technologies, hoteliers are actively seeking innovative solutions can strike a balance between operational efficiency and guest experiences. Located in the heart of New Taipei City with 400 guest rooms, Hilton Taipei Sinban has taken a forward-thinking approach by embracing “service automation” and “data-driven management.” leading the industry by implementing Aiello Voice Assistant(AVA) and Aiello One SaaS management platform. By leveraging three core capabilities: voice interaction, intelligent task assignment, and data insights, Hilton Taipei Sinban has not only significantly improved operational efficiency but also enhanced guest engagement and overall satisfaction.
Next-Level AI Integration: Elevating Hotel Efficiency and Guest Experience
Aiello One SaaS management platform seamlessly integrates advanced AI technology into hotel operations, empowering properties to achieve both operational excellence and exceptional guest experiences. Aiello Voice Assistant (AVA) handles over 80% of common guest requests—from room service to hotel information—while integrating with Aiello TMS Pro system to instantly generate and assign tasks to the relevant departments, significantly improving response time and operational efficiency.
Beyond operations, AVA also opens up innovative marketing channels through homepage carousel banners and proactive broadcasts, delivering real-time campaigns and exclusive offers directly to guests. With its powerful data backend, AVA captures and analyzes user interaction patterns, enabling hotels to build a comprehensive understanding of guest behavior and anticipate emerging needs. This data-driven approach not only optimizes service strategies but also unlocks new business opportunities through truly personalized hospitality.
Core Achievements of AI-Enhanced Hospitality Services
Since the implementation of Aiello Voice Assistant (AVA) in July 2024, Hilton Taipei Sinban has demonstrated outstanding performance across three key areas: operational efficiency, F&B revenue, and guest satisfaction.
Operational Efficiency: Redeploying Human Resources for Greater Value
Since adopting Aiello Voice Assistant (AVA), Hilton Taipei Sinban has reduced approximately 45,200 service calls annually, including 9,800 task assignments and 35,400 common inquiries, allowing hotel team to focus on high-value services.
Marketing broadcasts Drives 30% Growth in F&B Revenue and Boosts Guest Engagement
Guests can simply scan the QR code on AVA to instantly access the in-room dining menu, offering a more convenient and responsive service experience. Since implementation, the QR code has been scanned over 9,600 times, achieving a scan rate of 42%—well above the average of 2% to 10%. This high level of engagement has significantly increased both visibility and conversion for in-room dining services, ultimately contributing to a 30% increase in F&B revenue.
Guest Satisfaction Soars, Strengthening Brand Competitiveness
Based on more than 12,134 reviews across platforms such as Google Maps, Booking.com, and Expedia, Hilton Taipei Sinban’s average rating has increased from 8.3 to 8.8. By leveraging AI-powered customer service and personalized guest interactions, the hotel has significantly elevated overall satisfaction—enhancing brand affinity, driving guest loyalty, and strengthening its competitive position in the hospitality market.
May Hu, General Manager of Hilton Taipei Sinban, stated: “We’ve seen how AI technology can comprehensively enhance hotel operations.” She explained that the front desk team previously spent a lot of time on repetitive tasks—such as assigning amenity deliveries or responding to frequently asked questions like breakfast hours. With Aiello Voice Assistant (AVA), these requests are now handled instantly, allowing staff to focus on higher-value guest interactions.
She also praised the platform’s marketing feature: “It allows us to proactively engage with guests during holidays and peak hours, which has increased F&B orders by 30 to 40 percent—becoming a key driver of revenue growth.”
Aiello Empowers Hotels to Lead in Digital Transformation
As digital transformation becomes a defining force in the hospitality industry, Aiello remains committed to empowering hotels with cutting-edge AI technologies that elevate operational efficiency through voice interaction and actionable data insights. The success of Hilton Taipei Sinban demonstrates that Aiello One is more than just a tool for automation—it is a catalyst for revenue growth, enhanced guest satisfaction, and stronger brand value. Looking ahead, Aiello will continue working closely with Hilton Taipei Sinban to deepen the integration of smart technologies and unlock new possibilities in the evolution of intelligent hospitality.
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