Millennium partners Aiello to take AI voice technology to more guests in Singapore and Thailand

Millennium Hotels and Resorts (MHR) has expanded its collaboration with Aiello, a startup specialising in Natural Language Processing to deploy the AI-powered Aiello Voice Assistant (AVA) across six MHR properties in Singapore and Thailand.

This follows on from MHR’s implementation at Orchard Hotel Singapore in June this year. AVA was first rolled our at MHR’s M Social Hotel Phuket in Thailand.

AVA is able to enhance the guest experience through personalised, voice-activated services and establish new benchmarks for operational efficiency and environmental sustainability.

Saurabh Prakash, interim chief operating officer and chief commercial officer at MHR, said: “By embracing Aiello’s AI technology, we’re adopting a data-driven approach that allows us to better understand guest preferences, enabling us to deliver personalised services while unlocking new revenue opportunities.”

Ke-Vin Lim, head of group innovation at City Developments Limited, parent of MHR, added that the hotel group is the first of its kind in Singapore to implement the AVA in guestrooms.

“This initiative reflects our commitment to integrating advanced technology, significantly enhancing property value and positioning us as more competitive and attractive for the future,” he said.

Lim added that the adoption of AI aligns with MHR’s sustainability vision. “By replacing outdated in-room amenities and printed materials, we’re making a long-term, sustainable investment,” he said. MHR’s six properties in Singapore have already achieved the Global Sustainable Tourism Council (GSTC) certification.

According to Aiello CEO and co-founder Vic Shen, the replacement of cabling in over 2,300 guestrooms with AVA would reduce 6,240kg of carbon dioxide emissions, which would have taken 284 trees to absorb.

Shen said the MHR collaboration would demonstrate how AI solutions can transform hotel management.

“Together with MHR, we’re leading the digital transformation of the hospitality industry, creating more intelligent and intuitive hotel environments,” said Shen.