Accor is looking to revolutionize guest experience through artificial intelligence, without replacing human interactions. We believe that employee training is at the center of an effective solution.

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Our idea:

Our idea is to develop Experia, an intelligent training website. After identifying an employee’s hotel and job position, it would recommend adapted courses. These suggestions would evolve over time with the employee’s results. Courses include product-based content, opportunities to develop technical skills as well as oral training. For instance, we would like to implement customer interaction simulations: we use AI to generate scenarios, allowing employees to orally practice handling various situations. Artificial intelligence can even simulate different voices and accents to improve listening comprehension. Experia’s goal is to offer a thorough and ongoing training program to develop employees’ skills and confidence, enabling them to exceed customers’ expectations and focus on having spontaneous interactions with the guests.

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Objectives:

•   Use AI to specifically target the training needs of employees and create adapted programs
•   Develop a solution that can be implemented in all Accor hotels, regardless of the category and brand
•   Optimize hotel guest experience by leveraging global employee expertise

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A Responsible, Inclusive and Ethical Solution:

As expressed earlier, Experia is designed to bring added value to the service and enhance human interactions. It is also intended to be a responsible, inclusive and ethical solution for hoteliers. Indeed, every employee has access to the training program and is able to learn to adapt to cultural differences. Interactions with HR and managers are still privileged for any requests as AI cannot replace the experience they have. In addition, voices, used on the platform, are not recorded. RGPD remains important for the group, so the platform only simulates voices or accents and do not register employees when they train. Lastly, Experia is a solution to practice, HR will not be allowed to use it as a mean of contract termination.