Huazhu Group and Tencent Cloud announced that their AI in-stay service agent is running in more than 10,000 Huazhu hotels and has executed more than 1.8 million tasks. The project started in the second half of 2025; the partners completed delivery in 3 months and reached 10,000-store coverage in 7 months, with third- and fourth-tier cities and county-level areas making up over 35% of the stores.
The agent is built on Tencent Cloud's Agent Development Platform (ADP), which provides workflow orchestration, multimodal access and dynamic tuning and connects to Huazhu's PMS, CRM and ticketing systems. The partners built 38 workflows covering 10 scenarios and 152 sub-scenarios, including delivery of items to guests, stay extension and invoicing, facility queries, nearby recommendations and in-stay feedback. The system automatically handles over 73% of high-frequency guest enquiries, with Q&A accuracy above 95%.
When guests ask for water or a stay extension through the Huazhu app or mini-program, the system responds within 5 seconds and generates a work order automatically. Tencent's self-developed youtu-intent-pro intent recognition model breaks down multi-intent requests. To keep answers accurate at this scale, an automatic question-expansion agent grew the test set from 200+ to 2,000+ questions, paired with an AI real-time scoring model for dynamic tuning. Hotels with the service activated reach a daily peak guest usage rate of 94%, and room item delivery, laundry enquiries and in-stay feedback are the three most-used scenarios. The partners plan to keep iterating the agent and extend the scenarios it covers.
Details
- City
- Shanghai
- Organization
- Huazhu Group
- Continent
- Asia
- Country
- China
- Category
- Hotels, Restaurants & Leisure