Accor has expanded its ALL Concierge artificial intelligence service to approximately 5,800 properties. The tool recommends personalised hotels in a single conversation based on guests' desired holiday style, mood or experiences, provides detailed property information, and links seamlessly to Accor's booking platform.
Pilot phase and development
A pilot that began in July of last year drew on more than one million guest conversations. Using insights from that phase, Accor further developed the system and broadened ALL Concierge to support 11 languages and five primary platforms.
How it works
The service delivers context-aware, personalised answers to guest queries in real time, typically within a few seconds. It recognises returning guests and takes into account their preferences, past stays and loyalty profile; Accor says interactions are designed to feel homely rather than transactional.
ALL Concierge can confirm bookings directly and resolve most requests autonomously. If a request is complex or requires human judgement, the system flags it for a live agent to intervene.
Availability and languages
ALL Concierge currently operates in 11 languages, with plans to extend to additional languages by the end of the year. Besides the ALL Accor app and ALL.com, the service is also available on two widely used messaging platforms: WhatsApp and iMessage.
Accor in Hungary
In Hungary, Accor operates 33 hotels under 11 brand names, including Ibis, Tribe and Mercure.
