07 Dec 2017
TOKYO - Japanese hotelier Fujita Kanko Inc. is implementing a multilingual chatbot that uses artificial intelligence (AI) to handle guest inquiries on the websites for some of its Japan-based properties that are attracting a growing number of international guests. Website visitors can use the chatbot in Japanese, English, Traditional Chinese, Simplified Chinese, or Korean to receive 24/7 assistance. If the chatbot fails to answer any questions, human operators are available to provide assistance between 8:00 a.m. and 10:00 p.m. Japan time.
The feature is currently available on the websites of Hotel Gracery Ginza, Hotel Gracery Shinjuku and Shinjuku Washington Hotel all in Tokyo, Hotel Gracery Naha in Okinawa and Hotel Gracery Sapporo in Hokkaido. Starting December 4th, it will be implemented on the websites for Hotel Gracery Tamachi in Tokyo and Hotel Gracery Kyoto Sanjo in Kyoto.
"It is essential that we adapt our services to meet consumer demand for more digital interaction, while maintaining our in-person hospitality standards," said Akira Segawa, Fujita Kanko's president & CEO. "Our customer services are quickly evolving to meet today's global demands. Our Gracery hotels, for example, emphasize concierge service with designated staff who can provide local information and assist international visitors with various activities. Implementing this chatbot is our next attempt to serve those planning to visit Japan."