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Recognised by Skytrax as the "World's Best Airport Hotel" for 11 consecutive years, Crowne Plaza Changi Airport is a global benchmark for luxury airport hospitality. Located at one of the world's busiest aviation hubs, the hotel serves international travellers, business delegates, flight crews, and special tour groups around the clock.
Complex arrival schedules, multilingual guest needs, and 24/7 service demand place constant pressure on operations. Previously, the hotel handled an average of 8,000 to 10,000 internal and external service calls each month, making it challenging to maintain premium service standards while optimising staffing.
To strengthen hotel guest service and operational efficiency, Crowne Plaza Changi Airport implemented Aiello AI Voice Customer Service, delivering measurable improvements in multilingual support, call handling, and service automation.
Built for international hospitality, the AI supports up to 30 languages, with more than 15 already used in daily operations. Across diverse accents and speaking styles, it maintains 98% speech recognition accuracy, enabling fast and accurate responses to guest inquiries.
Today, 50% of routine daily calls are handled autonomously by AI. The system identifies guest requests around the clock and sends service tasks directly to the hotel's backend dispatch platform.
When human support is needed, calls are accurately routed to the appropriate team across 16 operational departments.
This hotel AI solution reduces repetitive workload for frontline staff while shortening guest wait times, helping the hotel maintain the responsiveness, consistency, and attention to detail expected of a luxury hospitality brand.
Following the success of the first phase, the hotel plans to extend AI service automation to In-Room Dining, enabling voice ordering with direct POS integration, followed by automated restaurant reservations.
With these additional use cases, the AI autonomous call-handling rate is projected to reach 65%.
Named among the TOP 100 Hotel General Managers of the World by Luxury Lifestyle Awards
"As part of the IHG Hotels & Resorts family, delivering 'True Hospitality' is our unwavering core. Strategically located at Singapore Changi Airport—a hub that constantly pursues excellence and seamless experiences—we hold ourselves to even higher service standards to meet international travellers' expectations for top-tier luxury accommodation.
We deeply understand that 'people' are always a hotel's greatest asset. The introduction of Aiello’s AI system is not meant to replace our workforce, but rather to find the optimal balance of 'human-AI collaboration.' When AI can handle tedious daily dispatch tasks around the clock across multiple languages with 98% accuracy, and precisely route complex needs to our 16 operational departments, our team can focus their time and energy on what they do best—creating memorable experiences for our guests.
This allows them to focus on delivering warmer, personalised interactions that define the true luxury experience. The implementation of this technology has successfully created a win-win situation for our owners, guests, and employees. It enables us to continuously fulfil our promise of delivering world-class luxury service in a practical and innovative manner."
Discover how Aiello AI Voice Customer Service can help your hotel automate routine calls, support multilingual guests, and streamline service operations—while giving your team more time to focus on exceptional guest experiences.