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With AI advancements redefining operational models and competitiveness across the hospitality industry, Aiello hosted the hospitality forum “Revolutionizing Hospitality: Pioneering AI Innovation for a Global Edge”, which concluded successfully on December 19. The forum brought together former Google Taiwan Managing Director Lee-Feng Chien,alongside industry leaders and experts from international AI technology,digital transformation, hotel operations, and real estate investment sectors.Through keynote speeches, panel discussions, and interactive sessions,participants explored how AI technology, brand innovation, investment strategies, and operational models are reshaping hospitality operations and future competitiveness, collectively outlining a forward-looking blueprint for smart hospitality.
The forum opened with a keynote by Lee-Feng Chien, former Managing Director of Google Taiwan, who provided a global perspective on AI development trends. He noted that AI capabilities have advanced rapidly, demonstrating high efficiency not only in automation and data analytics, but also increasingly influencing decision-making and industry operating models, bringing both new opportunities and challenges. This was followed by the panel discussion “The Impact and Myths of AI in the Hospitality Industry,” featuring Jing-Wen Lee, General Manager of Silks Place Tainan; Tetsuya Kanehira, Director of IT planning, Okura Nikko Hotel Management; and Chi-Tsai Lin, Founder of Lingzhi Technology. From diverse perspectives, the panelists examined the real-world challenges of AI implementation in hospitality. They emphasized that the core of AI adoption is not about replacing human labor, but about leveraging technology to optimize workforce deployment, enhance decision-making efficiency, and address organizational culture, digital maturity, and trial-and-error costs, while preserving service warmth and brand value.
Addressing hotel asset investment and return considerations, the forum featured Aaron Chan, Chairman and Managing Director of Riant Capital; Elaine Chang, Vice President of LDC Hotels & Resorts Group; Ryoji Nishimura, Senior Director, Investment Group at Cool Japan Fund; and Cathy Lai, Senior Data GTM Specialist at AWS. From perspectives spanning asset allocation, operational management, investment evaluation, and cloud infrastructure, the panel examined how AI can evolve from a technical implementation into measurable and scalable long-term value. The discussion centered on investment decisions between capital expenditure (CAPEX) and operating expenditure (OPEX), highlighting how AI and cloud investments are increasingly reflected in operational efficiency, cash flow performance, and asset valuation, making them critical drivers of competitiveness in hospitality assets.
Beyond panel discussions, the forum covered a wide range of topics, from design aesthetics and service innovation to AI-powered smart hospitality applications, broadening industry perspectives on digital transformation. Toni Hinterstoisser, President International of Japanese lifestyle hotel brand TRUNK HOTEL, shared practical insights on shaping brand experiences through design thinking and lifestyle aesthetics, showcasing a hospitality model where technology and human-centric values coexist. The forum also featured the interactive session “Next-Gen Stay – Cloud, Mobility & AI and the Real Expectations of Young Travelers,” bringing together travel influencers, hospitality students, and software engineers with representatives from Aiello, trevo.ai, Chuen Yang International (representing Samsung IPTV solutions), and Taiwan Bonvies (representing 3CX cloud telephony). Through real-time Q&A, speakers discussed young travelers’ expectations for accommodation experiences, identifying mobility, immediacy, and personalized services as increasingly decisive factors in hotel selection. In the session on intelligent food and ingredient management, Yu-De Lee, Founder of Tsaitung Agriculture, shared how AI and data-driven management can reduce waste and costs across procurement and inventory, building efficient and sustainable hospitality supply chains. Meanwhile, Yu Lik Ng, Principal Lecturer from the School of Hospitality at Republic Polytechnic, Singapore, shared Singapore’s practical experience in hospitality digital transformation. He examined talent development, government support, and industry implementation to demonstrate how technology drives industry upgrading and overall competitiveness.
Aiello CEO and Co-founder Vic Shen stated: “We are honored to create a cross-industry platform that brings together leading figures from hospitality, technology, investment, and academia. Through diverse perspectives and in-depth discussions, we aim to inspire forward-looking thinking around AI applications, service innovation, and industry upgrading, opening new possibilities for the long-term development of the hospitality industry.” Shen also unveiled Aiello’s newly developed AI Call Center and Knowledge Management System, which integrate intelligent knowledge orchestration with real-time response capabilities to further enhance frontline service efficiency and internal operational collaboration. These solutions are scheduled for official launch soon. Looking ahead, Aiello will continue to work closely with partners to drive digitalization and smart upgrades across the hospitality industry, helping operators build more efficient and competitive service models.
