Hotel Expands Use of AI Chatbot

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Hotel Expands Use of AI Chatbot


Edwardian Hotels London has expanded the reach of its artificial intelligence chatbot, EDWARD, to support its meeting and events delegates following success with overnight guests.

“We’ve had great success already with EDWARD and continued positive feedback from users, so we’re looking forward to expanding our service within the meetings and events space. Our in-house team consistently works to create unique solutions to meet guests needs and combined with our extremely valuable on-the-ground staff, we can deliver a bespoke product that is tailored to each and every event we host,” says Michael Mrini, director of information technology. 

Guests can now text EDWARD for all support from ordering refreshments and adjusting running orders, to requesting assistance with AV equipment. EDWARD provides reliable and punctual guidance, interacting directly with various teams within the hotel. The virtual host can help lost delegates find the correct meeting room via the Interactive Text Response (ITR) mobile SMS service and adjust room temperatures.

The app is supported by live assistance when needed, meaning complaints or requests that require a follow-up by hotel staff face-to-face may be immediately addressed.

Since its inception in 2016, EDWARD has also improved efficiency throughout Edwardian Hotel London properties, with approximately 60 percent fewer phone calls requesting information now being made. It has resulted in Hosts’ time being freed up to focus on learning more about guests needs.


  • The AI chatbot has already interacted with over 400,000 guests at Edwardian Hotel London properties since 2016
  • Built-in assisted machine learning using Natural Language Understanding (NLU) means more than 1,600 requests can be responded to in different languages