Innovative Learning with AI: Hilton’s Immersive Coaching Experience
Generative AI has become a game-changer in the world of learning and development. Organizations like Hilton are utilizing this technology to offer immersive coaching experiences at scale to enhance skills and drive performance.
With a decade-long partnership between Hilton and SweetRush, groundbreaking learning experiences have been developed for Hilton’s global workforce of 400,000 team members. These experiences, including VR simulations like Hotel Immersion and Exceed with Empathy, have set a new standard for engaging and effective learning.
Transforming Soft Skills Coaching with AI
In its latest initiative, Hilton has incorporated generative AI into its training programs to provide personalized coaching for its hotel team members. This innovative approach allows every team member to practice and receive real-time feedback on guest service skills in a safe and authentic environment.
The goal is to ensure that every guest receives a warm and welcoming experience that reflects Hilton’s commitment to exceptional service. The AI-powered coaching experience, known as Make it Right, focuses on key aspects of guest interactions, including service recovery—a critical skill for building guest loyalty.
The HEART model, consisting of five steps (Empathize, Apologize, Respond, Thank, Act), is used to guide team members through service recovery scenarios, equipping them with the tools to handle guest issues effectively.
Creating Immersive Learning Experiences with WebXR and AI
By leveraging WebXR technology, Hilton has developed a 3D digital environment called Delivering on Our Customer Promise for immersive soft skills training. Learners can access this environment on various devices and engage with scenarios that simulate real-life guest interactions.
In these scenarios, learners interact with digital guests facing different concerns, allowing them to practice their service recovery skills and receive expert coaching from a generative AI system. This feedback loop enables continuous improvement and mastery of the HEART model.
Visualizing Realistic Learning Scenarios
To enhance the authenticity of the learning experience, the Hilton-SweetRush team captured 360° footage of actual Hilton hotel settings and incorporated realistic digital characters that mimic real guest behaviors and reactions. This attention to detail ensures that learners can apply their skills to real-world situations effectively.
The addition of VIC, a friendly robot host, further personalizes the learning journey, providing guidance and feedback to learners throughout the experience.
Empowering Learners with Expert Coaching
The combination of WebXR, generative AI, and immersive storytelling has revolutionized soft skills training at Hilton, offering learners the opportunity to practice and refine their skills in a risk-free environment. This innovative approach to coaching ensures that every team member can deliver exceptional guest service, reflecting Hilton’s commitment to excellence.
If you’re interested in exploring similar cutting-edge learning experiences for your organization, reach out to SweetRush to discover the possibilities of AI-driven coaching and immersive training solutions.
References:
[1] The History of Artificial Intelligence
[2] The state of AI in 2023: Generative AI’s breakout year
[3] McCollough, Michael A., and Sundar G. Bharadwaj. “The Recovery Paradox: An Examination of Customer Satisfaction in Relation to Disconfirmation, Service Quality, and Attribution Based Theories.” In Marketing Theory and Applications, 1992.
