Case Studies
Technology
Enhancing Visitor Engagement with AI-Powered Robotics
Enhancing Visitor Engagement with AI-Powered Robotics
The Challenge
Delivering Consistent and Responsive Customer Interactions
The customer wanted to demonstrate how robotics and Generative AI could create a more engaging and responsive visitor experience.
Traditional reception and event-support processes relied heavily on staff availability, particularly during busy periods, after-hours activities and simultaneous conversations. Routine questions about the company, its solutions and events consumed time that employees could otherwise dedicate to technical demonstrations, sales discussions and partner engagement.
The customer needed a reliable solution that could provide consistent information, capture enquiries and smoothly involve a member of staff whenever human assistance was required.
The Solution
An Intelligent Concierge Solution for Seamless Visitor Interactions
Keppel Technology Solutions designed and deployed Maya, a voice-enabled robot concierge that provides visitors with a natural and interactive way to access information and assistance.
Maya answers questions using approved company content, guides visitors to relevant information and captures enquiries or contact details with the visitor’s consent. The solution follows controlled workflows for routing requests and confirms important actions before creating or sharing business records.
Questions outside its approved knowledge scope are referred to a human operator, who can also take over if connectivity or voice services are interrupted. This combines an engaging front-of-house experience with appropriate security, governance and human oversight.
The Outcomes
The Value We Delivered for the Client
Improved Operational Efficiency
- The solution enables the robot concierge to handle routine visitor enquiries independently, reducing staff time spent on repetitive questions.
Enhanced Visitor Experience
- Through faster interactions and consistent, approved responses, employees are able to focus on higher-value demonstrations and customer engagement.
Strengthened Lead Management and Service Reliability
- Enabled structured enquiry capture and intelligent request routing, supported by built-in monitoring, consent management, and human escalation to ensure a reliable and seamless visitor experience.