Abstract
Concierge service at hotels can be augmented by installing an expert system, which makes use of artificial intelligence. Such a system can be a valuable supplement to human-concierge services and an improvement over existing commercial electronic-concierge systems. A multiunit firm can efficiently develop a generic expert-system concierge which in turn can be customized for use by individual properties. By using a hierarchically based development process, the firm controls the development costs. The system itself engages hotel guests in an on-screen dialogue to help them find information about hotel services and area attractions. For example, a guest wishing to dine out may be walked through the steps of choosing a preferred cuisine, indicating the amount to be spent, requesting a look at the menu, specifying a distance from the hotel, and asking for exact driving directions or the amount of cab fare. To demonstrate the feasibility of using commonly available technology to create such a system, the authors built a prototype.
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