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Aiello One FullyImplemented at “OMOTENASHI HOTEL Tsukamoto Ekimae” to Unify Phone, Web, In-RoomServices, and Operational Knowledge—Supporting Both Labor Shortage Response andStable Service Quality
Taipei, September 10, 2026 — Aiello, which provides enterprise AI solutions centered on natural language AI technology, today announced a partnership with Japanese asset management company NEW CLASSIC JAPAN.
“OMOTENASHI HOTEL Tsukamoto Ekimae,” NEW CLASSIC JAPAN’s first fully automated hotel, officially opened today and has implemented Aiello One’s omnichannel AI solution across its hotel operations.
Centered on the Aiello Knowledge Management System (Aiello KMS), the hotel connects seven AI applications, including Aiello AI Call Agent, SiteChat, Aiello GuestWeb, and the in-room Aiello voice assistant “AVA.” By applying AI across various touchpoints in the guest journey—from pre-booking information gathering to inquiries during a stay—the hotel is creating an environment that improves operational efficiency while delivering the information each guest needs quickly and conveniently at the right time.
Located in Osaka, “OMOTENASHI HOTEL Tsukamoto Ekimae” is a 17-room hotel that uses self-check-in and cashless payment. From reservation and check-in to the stay itself and check-out, the hotel has established an operating structure that enables the entire accommodation experience to be completed without requiring face-to-face interaction with staff.
For NEW CLASSIC JAPAN, this property marks its first initiative to fully integrate AI into core hotel operations. The company aims to build an operating structure that can continuously provide stable service quality without excessive reliance on the experience or skills of specific staff members, while also establishing a hotel operations model that can be rolled out to future new properties.
Through these efforts, the company seeks to address long-standing challenges in the hospitality industry, including labor shortages and variations in service quality caused by overreliance on individual staff knowledge.
At the core of Aiello One is the Aiello Knowledge Management System (Aiello KMS).
As a shared knowledge foundation referenced by each hotel service channel, Aiello KMS centrally manages hotel information used by multiple AI applications, including Aiello voice assistant “AVA”, Aiello AI Call Agent, SiteChat, and Aiello GuestWeb.
When information such as operating hours, on-site facilities, access guidance, or accommodation services changes, operations staff only need to update the information once in Aiello KMS for the latest information to be reflected across connected AI services.
This reduces the burden of managing information separately across multiple channels and systems, while enabling guidance based on consistent, up-to-date information regardless of the guest touchpoint—whether by phone, on the web, or through in-room services.
It also helps reduce inconsistencies in responses and gaps in information sharing caused by dependence on the experience or knowledge of specific staff members, creating an operational environment that makes it easier to maintain stable service quality across the entire hotel.
Yasuhiro Takahashi, General Manager of the Hotel Business Division at NEW CLASSIC JAPAN, commented:
“Our goal is not simply to reduce required staffing levels or operating costs. By combining technology with uniquely human hospitality, we aim to build a service model that is both innovative and scalable to future properties.
‘OMOTENASHI HOTEL Tsukamoto Ekimae’ is the first step in that direction. Going forward, we intend to expand this Aiello One-based operating model to new properties, including Shirahama, and open up new possibilities for hotel operations even as labor shortages remain a long-term challenge.”
In addition, Aiello CEO and co-founder Shen Shu-wei (Vic Shen) stated:
“AI should take on tasks that are repetitive, high-volume, and require immediate response. By entrusting these tasks to AI, hotel staff can spend more time in situations that truly require human judgment, attentiveness, and communication.
What NEW CLASSIC JAPAN is implementing is not a standalone AI tool. Through Aiello One, phone, web, in-room services, and operational knowledge are connected as a single AI service foundation, evolving AI from a tool for improving the efficiency of individual tasks into an operational capability that can be scaled across multiple properties.
We believe that the hotels that will be competitive going forward are not ‘hotels without people,’ but hotels where AI supports operational scale and efficiency, allowing people to focus on hospitality.
In Japan, where labor shortages have become a long-term management issue, the use of AI will likely evolve from merely being a digital transformation option into a new operating model that supports the sustainable growth of hotels.”
Going forward, Aiello and NEW CLASSIC JAPAN will use the initiative at “OMOTENASHI HOTEL Tsukamoto Ekimae” as a starting point to explore the possibilities of applying AI to a broader range of hospitality operations.
The two companies will continue building a smart hotel model that combines operational efficiency, consistent service quality, and scalability across multiple properties, while proposing a sustainable approach to operations for the hotel industry.
For more information about Aiello, please visit the official website.
https://aiello.ai/
OMOTENASHI HOTEL
https://omotenashi-hotels.jp