#Japan #Tokyo #AI Agent #Comfort Hotels #Hosport

Revolutionizing Hospitality with AI: The Hosport Initiative

In a significant development for the hospitality industry, Hosport, an AI-powered guest service agent, is set to launch at all 99 Comfort Hotels operated by Choice Hotels Japan by April 2027. The official start of operations will kick off in April 2026, starting from the Greater Tokyo Area. This move aims to address the increasing volume of inquiries, projected to rise from over 130,000 to approximately 220,000 annually by 2030 due to surges in inbound tourism.

With an average response time of 15 minutes per email, the pressure on hotel staff is mounting. The implementation of the Hosport AI aims to streamline these operations effectively while maintaining quality service. Before full-scale deployment, a Proof of Concept (PoC) was successfully conducted at two hotels: the Comfort Hotel ERA Tokyo Higashi-Kanda in September 2025 and the Comfort Suites Tokyo Bay in December 2025. This pilot demonstrated a remarkable 90% reduction in email handling tasks, validated by the adaptive learning of hotel-specific information by the AI.

Hybrid Operation: AI Meets Human Touch

Central to Hosport's design is its capability to operate in a hybrid model—combining AI efficiency with human warmth. Utilizing the Zendesk platform as its foundation, the Hosport AI agent integrates diverse communication channels unique to the hospitality sector. Key features of this system include:

• - 24/7 Instant Response Capability: The AI will analyze inquiries based on a pre-registered FAQ database, ensuring timely automated replies. Moreover, it can process requests in multiple languages, facilitating seamless communication.

• - Operational Efficiency Through AI: The system anticipates resolving around 70% of inquiries instantly via automated responses, significantly easing the burden on hotel staff.

• - Smooth Transition to Human Support: For inquiries that the AI cannot resolve, a seamless handoff to human staff will occur. This ensures that all incoming communications are reviewed by both central offices and hotel staff, providing a balanced approach to inquiry handling that maintains answer quality.

Voices from the Industry

Shinya Ono from Choice Hotels Japan noted the increasing challenges posed by the resurgence of inbound tourism, which has made hotel inquiries more complex and multilingual. The core reason for choosing to deploy Hosport was its ability to blend AI automation with human expertise, maintaining the essence of personal customer service.

“The outcome of approximately 90% reduction in operational hours proves to be a beacon of hope for us to refocus on offering warm, face-to-face hospitality,” Ono commented. The national rollout of Hosport aims to merge the efficiency of AI with human care, helping redefine hotel services for the modern customer.

Looking Ahead

Hosport is set on a mission to realize digital transformation in the hospitality sector while prioritizing the human touch in service. By allowing AI to handle initial inquiries, hotel staff can dedicate more time to personalized interactions with each guest. The proactive approach aims to alleviate staff shortages and increase diversity in inquiry management, addressing rising operational demands across the industry.

“Through a well-defined allocation of responsibilities between AI and employees, we plan to offer practical solutions to pressing challenges within hotel operations,” stated the Hosport team.

About Hosport

The Hosport AI system is built on the backbone of Zendesk, a platform already utilized by approximately 100,000 companies worldwide. This specialist service for hotels integrates various communication channels with AI capabilities designed to respond to unique hotel inquiries. Launched in February 2026, it has already been adopted by over 100 establishments, providing a timely solution to workforce challenges within the hospitality industry.

For those interested in experiencing the benefits of Hosport first-hand, please explore the service through our official website.

Company Overview

• - Company Name: Hosport Inc.
• - Location: 3-10-2 Kita-Aoyama, Minato, Tokyo, Japan
• - CEO: Soichiro Nishihara
• - Established: July 2024
• - Business Focus: Planning, development, and sales of AI guest service agent service, Hosport.
• - Registration: Telecommunications business registration number A-06-21994.
• - Website: Hosport Official Site