Successful chatbot project implementation

Recognition

The Andaz Singapore chatbot project achieved such success that it won Hyatt International's prestigious CEO's Award for Innovation.

Brand that Inspires Fresh Perspectives

Andaz Singapore operates as a Hyatt International hotel located near Marina Bay, positioned at the intersection of the Kampong Glam, Little India, and Bras Basah Bugis cultural districts. Under General Manager Olivier Lenoir's leadership, the hotel focuses on delivering casual yet memorable guest experiences. The property distinguishes itself through partnerships with fashion brands like In Good Company and features world-renowned art installations throughout the space.

The New Tech Project

Andaz partnered with Vouch to develop a Digital Concierge solution designed to address common guest enquiries while reducing front desk and call-centre workload. The system features two distinct chatbot personalities — Andy and Ann Li — who serve as virtual tour guides. These characters respond to questions spanning early check-in requests and airport transfers, while also conducting guided tours of the hotel and the surrounding Bugis neighbourhood.

Hotel Meets New Technology

The Andaz team demonstrated enthusiasm and contributed creative ideas for developing Andy and Ann Li's personalities and capabilities. Vouch provided technical expertise and framework design while incorporating the hotel's branding direction.

Chatbot intelligence depends significantly on training-data volume, necessitating maximum user engagement. The teams placed promotional collateral strategically throughout the property — in elevators, at reception, in lounges, guest-room newsletters, and hotel emails. The chatbot was also integrated into the hotel's Wi-Fi landing page, ensuring virtually all connected guests would encounter the technology.

Andy and Ann Li launched on May 21, 2018.

Happy Guests, Happier Hotel

Within 3.5 months, the chatbot demonstrated substantial impact: over 2,100 users engaged with the system; more than 31,000 messages were processed; and growth accelerated at approximately 20% weekly. The technology addressed more than 90% of queries received, including seasonal questions. Guest call times for back-office staff decreased by up to 31%. Additionally, Andy generated over 35 qualified leads for wedding and meeting packages within the initial three-month period, streamlining sales processes.