#Japan #Osaka #AVITA #Abatore #Legoland

Introduction to AI Role-Playing at Legoland Hotels

Legoland Hotels is taking a significant step towards enhancing its service quality and staff training by integrating an innovative AI role-playing service called 'Abatore,' developed by AVITA Corporation. This initiative is being implemented at the flagship Legoland Hotel Osaka Vinette Collection, managed by Tomoyuki Yamane, to help improve customer service training for both new recruits and existing staff members in their hospitality sector.

The Purpose of Implementing 'Abatore'

The Legoland Hotel group has identified a key objective: to standardize the quality of customer service across all branches while also enhancing the skills of new and experienced staff. They aim to equip their personnel with essential multi-language communication skills, including English, to cater to the increasing demand from international visitors. '

To achieve this, the hotel recognizes the need for comprehensive training systems that ensure consistent service delivery. However, traditional training methods like on-the-job training (OJT) often do not provide enough opportunities for repetitive practice tailored to individual staff members' proficiency and challenges. Hence, the 'Abatore' system is being employed as a service that allows for repetitive training customized to each employee's level.

Utilization of 'Abatore'

Currently, 'Abatore' is being effectively utilized by a diverse group of staff members at Legoland Hotels, ranging from new hires to experienced employees looking to improve their English-speaking skills, as well as team leaders in training. The following areas are particularly focused on during training sessions:

1. Basic Service Skill Acquisition: Staff members are trained in fundamental customer service skills, such as check-in procedures at the front desk and telephone etiquette, through interactive practice with AI avatars.

2. English and Inbound Customer Handling: The training includes scenarios such as providing tourist information in English and responding to frequently asked questions, which are essential for dealing with international guests.

3. Personalized Repetitive Practice: The training is flexible, allowing staff to practice anytime, anywhere, catering to their individual needs. AI technology visualizes aspects like language use and conversation speed, aiding continuous improvement.

Benefits of Using 'Abatore'

The overall enhancement in customer service quality across the hotel has been noteworthy. By using 'Abatore,' staff can practice high-level responses and communication techniques consistently. It not only ensures that every guest is offered personalized service, but it also stabilizes service quality across the hotel as different staff members can practice the same scenarios repeatedly.

Improved Training for New Hires and Existing Staff

For new hires and mid-career recruits, 'Abatore' serves as an effective preparatory tool before they interact with actual guests. This method supports smoother transitions into their roles, minimizing the burden on trainers, who previously had to ensure one-on-one training for every scenario.

Enhanced Handling of Diverse Situations

Unique challenges such as addressing complaints or providing information in English can be difficult for less experienced staff. However, with 'Abatore,' employees can simulate such situations multiple times, preparing them better for real-world interactions and bolstering their adaptability.

Resourcing Trainer Time

One of the critical advantages of 'Abatore' is its capacity for self-directed learning, allowing staff to practice without the continuous presence of a trainer. This development alleviates the burden on trainers, who faced challenges in finding enough time for hands-on practice. Consequently, it enables a greater focus on direct guest interactions.

Future Outlook for Legoland Hotels

Legoland Hotels plans to expand the use of 'Abatore' to other departments and service areas further, striving for an even higher standard of service quality. The insights gained from practical hotel operations will inform the development of more effective training content in the future.

In summary, this initiative marks a significant leap towards achieving excellence in customer service within the hospitality industry, harnessing technology innovatively and efficiently. With such advancements, AVITA also aspires to support further development in avatar-based and Ai-integrated workplace training endeavors.

About AVITA

AVITA Corporation is headquartered in Meguro, Tokyo, and specializes in developing AI and avatar technology-driven services, including the acclaimed AI role-playing service 'Abatore.' Founded in June 2021, the company is committed to contributing to industry innovations that enhance customer engagement and service standards.