A major hotel brand didn’t have the bandwidth to provide consistent training for new employees in many customer-focused areas. They wanted to ensure that new employees interacted with guests in way that not only followed correct procedure but also adhered to brand standards. They wanted to provide more interactivity and practice than a mere shadowing experience for new hires, but could not rely on having trainers or senior staff available.
Portico recreated select hotel experiences inside Virtual Reality. Learners spoke directly to digital avatars of hotel guests in order to practice and master their conversational skills. These virtual guests were powered by Portico’s TrueTalk AI, allowing them to respond with natural conversation, creating a truly immersive and realistic experience that was immediately transferrable to the workplace. Furthermore, a Virtual Trainer (also powered by AI) listened in on the conversation, providing immediate feedback if the learner deviated from established procedures or brand messaging.
The training was considered a success by both the hotel and its employees. Employees were able to practice their skills without the need for any supervision. The hotel noticed a decrease in training time along with an increase of confidence for new hires. As a result, new hires were able to enter the shift rotation faster and did so with fewer hiccups along the way.
One other added benefit was the general level of excitement from the new hires. They exhibited a genuine enthusiasm towards trying the training; the training itself became a fun “water cooler” topic for people to discuss. Some of the existing staff insisted on trying it to see what they were missing out on!
The full results can be seen here: