Aiello Inc.’s Advanced Hotel AI Assistant Debuts in Japan

Introduction to AVA

Aiello Voice Assistant (AVA) is a hospitality-focused AI solution developed by Taiwanese startup Aiello Inc., founded in 2019 by Vic Shen, a former Google engineer. Today, AVA is deployed across more than 60 hotel brands and 8,000+ rooms in Asia. In March, AVA was introduced in Japan for the first time in Kyoto, attracting significant attention from the hospitality industry.

The Founder’s Background and Vision

Vic Shen’s Career Journey

Vic Shen built his career at Qualcomm and later at Google, where he contributed to Google Home and Google Assistant. Recognizing the transformative potential of natural language understanding (NLU) technology, he established Aiello Inc. in Taiwan and took on the role of CEO.

A Fast-Growing Enterprise

With cutting-edge voice AI technology, Aiello has received numerous awards and gained recognition as a rapidly growing enterprise in the hospitality technology sector.

AVA vs. Global Giants: What Makes It Different?

Unlike Amazon Alexa or Google Assistant, which are designed for B2C (business-to-consumer) use, AVA focuses on B2B (business-to-business) solutions tailored for hotels.

Key Differences and Benefits

  • Hospitality-Centric Design: Built to increase hotel profitability.
  • System Integration: Connects PMS, operations, reservations, and task management into one platform.
  • RPA Capabilities: Acts as a robotic process automation tool for front desk tasks, guest requests, and routine operations.

Reducing Hotel Workload and Enhancing Service

From 100% to 20% Manual Workload

With AVA, staff workload is reduced by up to 80%, allowing hotel teams to focus on high-value guest services that AI cannot replace.

Data-Driven Insights for Operations

By analyzing language, intent, emotions, and actions, AVA uncovers hidden guest needs that can inform staff training and marketing strategies.

Proprietary Technology and Big Data Advantage

Aiello’s independently developed AI and custom-built devices allow flexible adjustments to fit each hotel’s unique operations. Unlike companies that only sell devices, Aiello offers:

  • Tailored services for each customer.
  • Access to AI-collected big data for continuous service improvements.
  • Scalable value, as AVA becomes more powerful with usage.

Easy Installation and Hotel DX

Installing AVA is simple—just place it in the guest room with power and Wi-Fi. As an in-room amenity, it accelerates a hotel’s digital transformation (DX).

Benefits for Hotel Guests

Personalized In-Room Experience

Guests can control room features with voice commands: open curtains, adjust lights, watch TV, or request housekeeping.

AI Concierge and IoT Functions

AVA acts as a 24-hour AI concierge, supporting services such as:

  • Room service orders
  • Tourist information
  • Front desk calls via IP telephony
  • Music, alarms, and IoT controls

Multilingual Support

With support for Japanese, English, Chinese, and Thai, AVA caters to international travelers across luxury chains, business hotels, and ryokans.

AVA in Japan

First Deployment in Kyoto

In March, AVA was installed at Gion Elite Terrace, a boutique luxury hotel in Kyoto with 38 rooms combining art, natural materials, and advanced technology.

Growing Market Presence

Although new to Japan, AVA has already established partnerships with several hotel owners. Aiello is confident that AVA will drive hotel DX and elevate guest services nationwide.

Expansion Plans in Japan and Beyond

Japan Market Goals

Aiello’s goal for this year is to install 3,000 AVA units in Japan. They are also integrating with Japanese IPTV, PABX, and PMS to streamline hotel operations.

Global Expansion Strategy

  • Strong adoption in Southeast Asia, especially Taiwan and Singapore.
  • Future markets include the United States, China, Australia, the UK, and the Middle East.
  • New products under development for hotels and call centers, leveraging NLU and PMS integration.