How Hilton And SweetRush Created Generative AI Teaching

Skilled Teaching And Immersive Studying At Scale

It is no secret that generative AI has been having a second—and with a historical past relationship again to the Nineteen Forties, [1] its second is proving to be fairly sturdy. At this stage, organizations and people have moved past utilizing AI for rote duties and are starting to harness its energy for extra complicated and nuanced capabilities. [2]

Although the use case continues to be rising, the collective dialog about AI for Studying and Growth continues to amplify and (exponentially) multiply. As so many L&D leaders upskill and experiment, we’re trying to our business’s main innovators for steerage, inspiration, and classes realized.

Enter international hospitality chief Hilton, in collaboration with SweetRush, which is leveling up its immersive studying sport with a generative AI, immersive teaching expertise for its international household of resort staff members.

AI + Hilton: Gentle Expertise Teaching At Scale

Over the course of their ten-year relationship, the Hilton-SweetRush staff has collaborated on quite a few modern studying experiences for all 400,000 of Hilton’s international staff members. Hilton’s progressive studying portfolio consists of efficient, participating Digital Actuality (VR) experiences comparable to Lodge Immersion and Exceed with Empathy, each of which transport learners into real looking eventualities that assist them have interaction with, and construct empathy for, company and fellow staff members.

In spring 2023, the staff uncovered an formidable use case for generative AI: making a secure, genuine apply area the place each resort staff member might apply their visitor service expertise and obtain real-time teaching.

This is a glance into the enterprise want driving Hilton’s studying use case for a generative AI teaching expertise—and the way the Hilton-SweetRush staff rose to satisfy the problem in a number of brief months.

The Enterprise Want: A Dependable, Pleasant Keep For Each Visitor

Drawing upon invaluable insights from visitor satisfaction surveys, Hilton recognized the necessity to present a heat, dependable, and welcoming keep that made each visitor really feel like a member of the household.

This want impressed the Hilton-SweetRush staff to create a studying journey that empowered each resort staff member to supply excellent visitor service by specializing in essentially the most impactful elements of the keep.

This high-impact, extremely participating studying journey, referred to as Make it Proper, includes a wealthy array of participating eLearning modules, pre-shift staff huddles, movies, and different bite-sized skilling actions.

One of the difficult Make it Proper expertise is service restoration, or drawback decision. When a visitor approaches a resort staff member with a difficulty, they’re providing a possibility not solely to restore the priority, but additionally to cement their loyalty.

This is the chance: getting service restoration can create a fair stronger bond with a visitor than delivering a flawless expertise initially—a phenomenon often known as the Service Restoration Paradox. [3]

To empower resort staff members to rise to the chance, Hilton empowers them to resolve visitor issues utilizing the five-step HEART mannequin (under).

Hilton HEART Model

At this stage of the Make it Proper journey, learners are accustomed to the HEART mannequin and its 5 steps. Nevertheless, translating this information into apply, significantly in high-stakes conditions, is extremely difficult.

Like all interpersonal talent, service restoration requires trial and error—and loads of teaching to information learners and supply perception into what works. But Hilton did not wish to jeopardize actual visitor relationships as learners practiced this important talent.

Hilton’s resort staff members confronted a well known dilemma: they wanted to apply their service restoration expertise, however service restoration is way too essential to get flawed.

However the Hilton-SweetRush staff had a manner out of this deadlock: they determined to construct a secure apply area with loads of room for trial and error—at zero threat to actual visitor relationships.

WebXR And Generative AI: Creating Skilled Teaching And Protected, Immersive Follow Areas

How did the staff construct this secure apply area?

By harnessing the ability of WebXR content material, the scalable, versatile VR know-how that empowers studying groups to construct an genuine 3D digital area the place learners can apply to their hearts’ content material—with zero threat to folks, property, or relationships.

Learners entry WebXR content material both by way of a VR headset or the net browser on their smartphone, pill, desktop, or laptop computer pc. This machine optionality makes WebXR the right device to carry the advantages of immersive studying to Hilton’s international learner viewers.

This safe 3D digital surroundings is the muse of Delivering on Our Buyer Promise, an epic, immersive capstone expertise that challenges learners with three completely different service restoration eventualities. Every situation stars certainly one of three digital company who shares a priority about their keep—and waits for the learner to supply a decision.

3D digital environment

Utilizing the HEART mannequin as a information, the learner responds by talking into their machine’s microphone whereas an knowledgeable coach stands by to assist them.

Generative AI: Hilton’s Skilled Gentle Expertise Coach

If the Hilton-SweetRush staff’s use of WebXR ensures the attain, relevance, and immediacy of the Delivering on Our Buyer Promise capstone, then the addition of generative AI teaching elevates this expertise to a brand new degree of innovation.

This high-tech function is based in a totally human use case: extending the advantages of one-on-one knowledgeable teaching to each learner in Hilton’s globally distributed viewers.

This is a front- and back-end have a look at the way it works.

After the learner speaks their response to the digital buyer’s concern into their machine’s microphone, the simulation converts their verbal enter right into a textual content transcript.

The transcript is then analyzed by a Massive Language Mannequin (LLM), which has been expertly skilled by SweetRush SMEs for accuracy and consistency.

When the evaluation is full, the LLM delivers cross/fail grades and customized suggestions on the learner’s efficiency on every step of the HEART mannequin.

E, or Empathize, is the step that usually presents the most important problem to learners. Even for Hilton’s big-hearted staff members, it may be tough to search out the fitting phrases to specific empathy.

There are many alternatives to apply, although. After finishing the situation, the learner can select both to reattempt it or transfer on to a brand new visitor, receiving focused suggestions every time.

A Main-Edge Studying Expertise: Skilled Gentle Expertise Teaching By VIC

To maximise the enterprise impression of the Delivering on Our Buyer Promise capstone, the Hilton-SweetRush staff crafted three immersive eventualities, every addressing a standard visitor concern and unfolding in a special space of the resort:

  1. Room local weather controls
  2. Meals and beverage choices
  3. Unmet particular room requests

Using top-notch storytelling and dialogue, the staff constructed branching interactions—set in-room, on the entrance desk, and within the breakfast space—that yield optimistic, adverse, or impartial outcomes based mostly on how the learner responds to every visitor.

Working alongside Hilton SMEs, the staff’s Studying Expertise Designer meticulously crafted real looking visitor feedback and reactions that align with actual visitor commentary and Hilton’s confirmed service restoration strategies.

In a single situation, a visitor shares her frustration a couple of noisy air con unit with a Hilton staff member on the entrance desk. The learner’s mission: reply with HEART.

Generative AI Coaching: the HEART Model in action

One other visitor has missed breakfast as a result of work. The learner deploys their finest HEART expertise to supply her a immediate and heartfelt decision.

Generative AI Coaching: the HEART Model in action

This visitor discovers that his request for extra in-room facilities hasn’t been fulfilled. Learners leverage the 5 steps of the HEART mannequin to craft a immediate and efficient decision.

Actuality, Nearly: Visible Design For A 3D Digital World

Real looking visuals are important in making a VR studying expertise that’s rapid, genuine, memorable, and transferrable to the learner’s each day work.

To create the settings within the Delivering on Our Buyer Promise capstone, the Hilton-SweetRush staff captured 360° footage throughout visits to actual Hilton accommodations.

The SweetRush Prolonged Actuality (XR) staff then added dimension and navigability to those settings—and populated them with digital characters who mirror the range and expressiveness of actual Hilton company. Simply as actual company do, these characters categorical their temper and degree of satisfaction by way of their tones of voice, gestures, and posture.

Given the complexity of the eventualities and the nuances of the service restoration course of, the artistic, tutorial, and XR groups collaborated intently to make sure that content material, audio, and visuals had been seamlessly built-in all through every situation’s a number of doable outcomes.

Generative AI Coaching: HEART Model

The Hilton-SweetRush staff wished learners so as to add a private contact to the Delivering on Our Buyer Promise capstone, in order that they integrated a pleasant face to information them by way of the expertise. VIC, the pleasant robotic host—a well-liked recurring character all through Hilton’s immersive studying portfolio—welcomes learners, offers directions and HEART mannequin steerage, and delivers detailed suggestions on their efficiency.

Skilled Teaching At Scale: Main-Edge Gentle Expertise Coaching With Generative AI And WebXR

In the event you’ve liked this look into studying innovation at Hilton, do not miss this behind-the-scenes look on the total improvement technique of the Delivering on Our Buyer Promise capstone expertise, that includes Hilton innovator Martess Inexperienced and SweetRush’s personal studying know-how specialists.

From undertaking administration and Educational Design to {hardware} administration and analytics, you may be taught concerning the expertise and experience your L&D staff might want to create a generative AI teaching expertise at your group.

Obtained a high-stakes skilling want all your personal? We would like to chat concerning the prospects to leverage generative AI and immersive studying for efficient coaching experiences that have interaction your total learner viewers.


[1] The Historical past of Synthetic Intelligence

[2] The state of AI in 2023: Generative AI’s breakout yr

[3] McCollough, Michael A., and Sundar G. Bharadwaj. “The Restoration Paradox: An Examination of Buyer Satisfaction in Relation to Disconfirmation, Service High quality, and Attribution Based mostly Theories.” In Advertising Concept and Purposes, edited by Chris T. Allen, 119. Chicago: American Advertising Affiliation, 1992.

eBook Release: SweetRush


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