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

Comfort Hotels to Launch AI Agent by 2026

In an innovative move to enhance customer service, Choice Hotels Japan has announced the introduction of an AI agent, named Hosport, across all 99 of its Comfort brand hotels. This rollout is set to begin in April 2026, with the new Comfort Hotel Chitose opening soon on June 15, 2026. The implementation aims to automate the response handling of customer inquiries, contributing to an instantaneous response system that is available 24/7.

Transitioning to AI for Enhanced Customer Experience

Choice Hotels Japan, headquartered in Chuo Ward, Tokyo, has seen a steady increase in customer inquiries, exceeding 130,000 annually by 2025. With projections estimating around 220,000 inquiries by 2030, driven by the rapid recovery of demand in the hospitality sector and the influx of international tourists, it is crucial to optimize the communication process. The introduction of the Hosport AI agent will significantly reduce the workload related to handling inquiries, cutting down email response time by up to 90%. This allows hotel staff to spend more time engaging personally with guests and delivering a high-quality service experience.

Multi-Lingual Support and Standardized Responses

As the volume of inquiries has diversified, particularly with the growing number of foreign visitors, the need for a multi-lingual approach has become essential. The AI system will ensure seamless communication across different languages, creating a hassle-free experience for international clients. Furthermore, by standardizing the speed and quality of responses, the implementation helps maintain a consistent level of service across all locations.

According to internal studies, it takes an average of 15 minutes to craft replies to customer emails. Given the rising number of inquiries, response delays have posed a challenge to maintaining service quality alongside efficiency. As a solution, the hybrid operation of automation and oversight by head office staff will ensure that quality is never compromised. Customers can look forward to quick, accurate responses, alleviating pre-booking concerns while enhancing convenience.

Hosport: A Hybrid AI Solution

The Hosport system merges AI's responsiveness with the thoughtful care that only human staff can provide. It is anticipated that around 70% of customer inquiries will be resolved instantly through AI, while specialized staff will monitor and validate all responses to ensure accuracy and reassurance. Built on the Zendesk customer support platform, which is utilized by approximately 100,000 global companies, Hosport integrates various communication channels and learns from specific hotel information, providing tailored responses based on pre-registered FAQs.

The operational model includes checks and confirmations from both the head office and individual hotels, ensuring that customer interactions are efficiently handled while maintaining a human touch. This dual-approach is set to guarantee consistent response quality ordered by the demands of the business.

Future Plans and Service Improvement

With the considerable time savings from streamlined email handling, Choice Hotels Japan plans to reallocate these resources to further elevate guest services. This will include personalized customer interactions, enhancement of operational quality, and initiatives aimed at boosting customer satisfaction. Data collected from inquiries will also be analyzed to strengthen FAQs and improve overall service.

Rollout and Implementation Timeline

The phased rollout of Hosport will begin in April 2026 in the Tokyo metropolitan area, followed by regions in Nagoya, Tokai, Fukuoka, and the Kinki area starting from June 2026, with full deployment expected by April 2027.

By establishing a responsive and flexible structure that addresses varied customer needs, Comfort Hotels aims to leverage technology to improve operational efficiency while providing the genuine care that customers value.

A Commitment to Quality Hospitality

As Choice Hotels Japan continues to challenge itself in creating new value through the fusion of digital technology and hospitality, they are committed to offering guests an experience that is comfortable and secure. The gains made through digitalization will be reinvested into enhancing customer satisfaction and refining service quality, underpinning the ultimate goal of delivering a superior hospitality experience.

About Choice Hotels Japan

• - Location: 2nd Floor, Yoshino Daiichi Building, 1-6-3 Nihonbashi Bakurocho, Chuo Ward, Tokyo 103-0002
• - President: Takahiko Ito
• - Established: September 2000
• - Capital: 20 million JPY
• - URL: choice-hotels.jp
• - Business: Recruitment, guidance, management, and operation of hotel franchises. As the master partner of the American hotel chain Choice Hotels International, it operates various brands in Japan, including Comfort Hotels, Comfort Inn, Comfort Suites, and Ascend Hotel Collection.