COVID-19 automated the concierge role, paving the way for a more seamless encounter.

FREMONT, CA: A digital concierge refers to any technology system that utilizes computers to perform the functions of traditional (i.e., human) concierges. They are expected to be as nice and personal as a hotel concierge while assisting guests and visitors with the same types of requests, if not more. While digital concierges can take kiosks installed in the reception sections of numerous hotels, retail centers, healthcare facilities, and other types of buildings, the next generation of digital concierges will rely on mobile apps to put a personal concierge in the pocket of every visitor. Apart from the ability to "clone" themselves and provide one-on-one care to each individual, digital concierges' advantage over their human counterparts is the layer of intelligence they bring to each visitor engagement. Not only can a digital concierge keep a complete historical record of a user's behaviors and preferences, but it can also draw on data from multiple sources to provide the best answer to any question and deliver precise information at a precise time.


Hotels, office buildings, healthcare facilities, and other buildings frequently require guests to check-in or register upon arrival at a front desk or reception area – a duty that an app-based digital concierge may easily accomplish completely contactless. Visitors can altogether bypass the front desk by simply checking in on their app and being granted access to wherever they need to go safely and securely.

Navigating Indoors

Indoor navigation solutions, also known as wayfinding, are frequently used in large or confusing buildings and complexes such as shopping malls, office buildings, airports, and hospitals to assist users in finding their way. They frequently use tracking technologies such as GPS and beacons in conjunction with the user's smartphone. The user merely informs the concierge of his or her destination and then uses the concierge's smartphone to receive turn-by-turn directions from point A to point B. Along the route, the digital concierge can leverage its contextual expertise of the building to communicate information about adjacent attractions such as exhibits, boutiques, or items. An indoor navigation app can be linked to a calendaring system to provide directions to a specific meeting room in office buildings. In contrast, in hospitals, indoor navigation systems have been shown to assist patients in arriving on time for appointments and reducing the average tardy rate from 10 percent to 20 percent.