Killing the front desk reception, Renying Technology has set a small goal.

The application of robots to hotels is not a new topic, but the high cost and monotonous functions make hotel service robots a marketing gimmick. With the development of the times, the younger generation of guests have made new changes to the hotel's needs: staying at the hotel is just for a rest, no need for customer service, and even unwilling to be disturbed by the waiter. This makes it possible for hotel service robots to be used in hotels.

Renying Technology was founded in May 2011. Since the company's inception, it has focused on the application of smart terminals in industry customers to help improve operational efficiency and reduce labor costs. It independently developed an "environmental language interaction model" for industry applications, and implanted the company's self-developed service robots "Ren Ying Xiao Hai Lion" and "Ren Ying Xiao Ling Xian" to enable it to be completed in specific scenarios. The waiter does the same job.

Renying Robot can take on the main functions of the front desk attendant: quick check-in, check-out, answering guest inquiries about the hotel and surrounding information, simple interaction, and even simple emotions. Zhang Lei, deputy general manager of Renying Technology, told the reporter: "This way you can liberate the waiter and concentrate on doing the (personalized) service."

At present, Renying Robot is in the initial stage of marketization, and each robot has a high cost. After large-scale production, it can be reduced to about 20,000.

The company is currently seeking market cooperation.

The following is the evaluation point of the experts

1. The application prospects of the project in the tourism accommodation industry:

Chen Hongchun: It is impossible for robots to completely replace the front desk staff in more than ten years. However, as the trend of technology development, the prospects are recognized. Now some customers are willing to use robots in some cases. At present, the company's two robots are relatively cartoon-like, not suitable for high-end business hotels, other types of hotels can be introduced according to the customer base.

Qin Yichang: Just like the automatic ticket vending machine is more than the manual ticketing window, no industry should reject the progress of the times, embrace the times with open arms, and embrace technology is the right way. I used to think that the front desk of the hotel is irreplaceable for robots. After all, it is the service industry. The service industry needs temperature. But the real reality is that sometimes we don't necessarily need temperature. When the human-computer interaction experience develops and makes you feel comfortable and comfortable, it is when the market is coming. I am optimistic about this project, but the current market development will be difficult, personal feelings to start from non-standard hotels, hotels and apartments without other services. First, we will evade the public security policy strictly implemented by the current scale hotels, and secondly, we will test the customer experience and actively improve according to the feedback.

Peng Yanbiao: I agree with General Qin that the large-scale application of hotel service robots at this stage is more suitable for non-standard accommodation industry, because the traditional “business” service is still mainstream.

Mu Lin: The project data mentioned the four words of the security system, but did not explain how to get public security and law and order. If this problem is not resolved, the prospects for this product are not optimistic.

Li Hongjin: I don't agree with the views of several teachers about the replacement of the front desk attendant by the hotel robot. The hotel is a place that reflects humane care and humanity. 70% of the hotel's front desk is responsible for the information transmission of the entire hotel. Check-in and check-out account for up to 15% of the front desk work. It is not true to purchase a robot based on this function.

2. What are the current problems that need to be solved in the project?

Qin Yichang: First of all, how to solve the security problem. After all, the situation of one person handling and multi-person occupancy appears, and the robot is difficult to handle.

Secondly, to what extent can its voice interaction system reach? At present, robots must have the sensitivity and recognition accuracy of human-computer interaction. The University of Science and Technology is really very powerful, but the SIRI of SIHONE should not be bad.

Mu Lin: The most important question is whether it can be authorized by the state. Hotel accommodation is about national security on a large scale. If you can't get permission from the police, you can use it, and then each hotel is fined 100,000. I said that it is not because I am stubborn, but to remind everyone not to look at the issue of security and security from the perspective of customers and hotels.

Qiao Yibo: From a service point of view, the service of the hotel service robot can be as professional as the front desk reception. Is there any ability to respond to emergencies? Just like the incident of drunkenness and trouble, what will happen when the robot is beaten?

3. How can the project be optimized and can be better applied in the tourism accommodation industry?

Qin Yichang: If the shape can be further improved, not so rigid robot, but anthropomorphic, the market may be more acceptable. Japan's latest beauty robot is almost real-life in appearance, and it is easier to stimulate the customer's experience.

In addition, I hope that when I check in, I can spit out a welcome cup of tea in my stomach. This is a small place that makes me think that the machine can still have temperature. I also hope that it can open UnionPay, not to mention a large amount, it is convenient for me to take a three or two thousand dollars to come out for emergency. Others I feel that I can't increase too much. The time for people to stand in front of the machine is too long. One is to reduce the efficiency of the machine. Second, people are also tired.

Peng Yanbiao : Being able to move, with human-computer interaction and bilingual services has been the biggest advancement. There are too many hotel scenes, and the functions are not necessarily large and complete, leaving room for iterative upgrades. Therefore, personally think that the core functions such as self-service house selection, online payment, face screening, identity uploading, self-service door opening, self-check-out, self-service invoicing, etc. are kings. After all, robots are only condiments at this stage, completely replacing the manual consumption habits. cultivate.

Gu Shuai: I hope that its screen can display an avatar. When talking, it is like the avatar is talking. In addition, the recognition of the other party's words is added. It is better to use dialect dialogue. Although Mandarin is very popular, Dialects are more intimate!

Chen Hongchun: If you need to optimize (use) this project, individuals will divide them into four levels. First, whether his software runs fast and smoothly. Second, whether the operation is user-friendly, is it easy to operate; Coordinate with the environment, whether it is easy to move; Fourth, is it convenient to manage? Can it be placed anywhere in the hotel? Is the operation and maintenance cost reasonable?

Thanks: sort by pinyin

Chen Hongchun, Director of Catering, Rome International Hotel

Gu Shuai Creative Valley Hotel Management Company Operations Director

Li Hongjin's tourist accommodation industry

Professor of Mulin Qingdao Hotel Management College

Expert Committee Member of China Hotel Association Apartment Committee

Peng Yanbiao, Executive Assistant, President of Shenggao Hotel Group

Qin Yichang CEO of Hangzhou Duchunfeng Hotel Management Co., Ltd.

CEO of Chaucer Baibo Chenchen Hotel Management Company

Original article, text / Li Weichang, please indicate the source.

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