Highlights:

  • Hilton revealed results for the Xiao Xi chatbot cartoon character design competition.
  • The winner was Change Chen from DoubleTree by Hilton Shiyan, Issa Li took the 2nd place from Waldorf Astoria Shanghai, and Vicky Li from Hilton Chengdu assumed the 3rd
  • The chatbot was designed to offer quick travel advisory services to Hilton members and all guests.
  • Till now, Xiao Xi has responded to about 50,000-consumer requests, with approximately 94% consumer gratification rating.
  • Xiao Xi chatbot is available 24/7 through Hilton China mobile apps, including the WeChat Mini Program, iOS, and Android.

Hilton recently revealed the result of its latest AI chatbot cartoon character design competition. The reason behind the competition was to give life to its recently introduced AI consumer service chatbot with a personable animated avatar. The winner was Change Chen from DoubleTree by Hilton Shiyan. Issa Li took second place from Waldorf Astoria Shanghai on the Bund, and Vicky Li from Hilton Chengdu took third place. The competition was open for all guests across the globe, which drew everyone’s attention from the industry. Approximately 60% of the designs were presented by Hilton guests.

“I wanted to interpret Hilton’s warm hospitality with a simple, charming character. I hope that ‘Xiao Xi’, who is passionate about life and travel, can provide our guests and friends with cheer and support as an indispensable travelling companion,” commented an excited Change Chen, who excels at graphic design and enjoys painting.

“Digital innovation serves as one of our five key strategies in China. Being the first global hospitality company to introduce an AI customer service chatbot to China is a clear sign that we are committed to our guests and the market. In the post-pandemic era, guests increasingly rely on online services and resources to choose travel destinations and products so that they can have better offline experiences. Consumers are more inclined to trust authoritative information from enterprise-owned digital platforms, and Xiao Xi has been given life at this time to address such demands while providing our guests with a smooth online experience while traveling,” said Wendy Huang, Senior Vice President and Commercial Director, Hilton Greater China and amp; Mongolia.

Hilton’s first AI consumer service chatbot “Xiao Xi” was born on February 19, 2020. The chatbot was designed to offer quick travel advisory services to Hilton Honors members and all guests. The Honors members and guests can ask Xiao Xi any travel-associated queries or take advice such as Hilton Honors promotion and checking details, hotel information, and local weather. Detailed training sessions will help Xiao Xi, the enhanced chatbot, to offer extra guidance on travel and will also amuse guests during their voyages by constantly offering intelligent tips and ideas.

Till present, Xiao Xi has responded to about 50,000-consumer requests, with approximately 94% consumer gratification rating that far exceeds the average performance for a general AI chatbot. Xiao Xi is accessible 24/7 through Hilton China mobile apps, as well as the WeChat Mini Program, iOS, and Android.

As it follows its digital invention strategy, Hilton has stayed devoted to establishing extraordinary online experiences for visitors.

About Hilton

Hilton Worldwide Holdings Inc., formerly Hilton Hotels Corporation, trades as NYSE: HLT. It is a leading American multinational hospitality company that manages and franchises a broad portfolio of resorts and hotels. In its 100 years of history, Hilton has welcomed over 3 billion guests and earned a top position in 2019 World’s Best Workplaces list. Also, in 2019 it was named as a Global Industry Leader on the Dow Jones Sustainability Indices.

In 2017, Hilton started working with key OTA (Over the Air) platforms in China to offer extra online consumer services, and in 2018, it introduced the Chinese Hilton Honors app. In 2019, it started the Hilton corporate flagship store on Fliggy. The launch of Xiao Xi currently offers an extra online platform to offer excellent digital services to guests.