Huazhu partners with Tencent Cloud to create AI in-stay service super team achieving 10,000-hotel scale

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Huazhu partners with Tencent Cloud to create AI in-stay service super team achieving 10,000-hotel scale

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Huazhu Group, the world's fourth-largest hotel group, partnered with Tencent Cloud to deploy AI in-stay service agents across more than 10,000 hotels. Since the project's launch in the second half of 2025, the joint team completed agile delivery and launch within 3 months and achieved ten-thousand-store coverage within 7 months, creating an industry-record speed for hotel AI deployment at scale. To date, the AI agents have cumulatively executed more than 1.8 million tasks across the Huazhu brand portfolio, with stores in third- and fourth-tier cities and county-level markets accounting for over 35% of the deployment — bringing AI service from tier-1 cities down to county markets. The motivation was a set of persistent pain points in the hotel industry: homogeneous competition, shortage of frontline labor, slow response during peak hours, and quality volatility. Front desk staff were often tied up with repetitive inquiries and tedious processes, making it hard to focus on warm, value-added customer service. Huazhu and Tencent Cloud built a solution that actually "executes" tasks rather than just "conversing," handing high-frequency, repetitive work to AI so human staff can return to value-added service — solving the long-standing tension between efficiency and experience. Technically, the AI in-stay service runs on Tencent Cloud's Agent Development Platform (ADP) as the technical foundation, combined with Huazhu's massive real hotel scenarios and industry-leading digital infrastructure. ADP provides workflow orchestration, multimodal access, and dynamic tuning in one stack, supporting integration with Huazhu's PMS (property management system), CRM (customer relationship management), and ticketing systems — making AI service configurable, executable, and closed-loop. The deployment covers 38 workflows across 10 major scenarios and 152 sub-scenarios, including guest amenity delivery, room extension/invoicing, facility queries, surrounding recommendations, and in-stay feedback. The system automatically handles over 73% of high-frequency guest inquiries with a Q&A accuracy of over 95%. Unlike traditional intelligent customer service, the AI in-stay system makes a core breakthrough from "conversation" to "action." When guests request amenities like water or room extensions through the Huazhu app or mini-program, the system responds within 5 seconds and auto-generates work orders, dramatically improving service response and processing efficiency. Tencent's self-developed youtu-intent-pro intent recognition model accurately decomposes multi-intent requests, supports intent-out and seamless conversation rollback, and lets guests freely switch service requests for more coherent interaction. To ensure accuracy at ten-thousand-store scale, the partners built a complete intelligent evaluation and real-time tuning system — an auto-question-expansion Agent grew the test set from 200+ to 2,000+ questions, paired with an AI real-time scoring model for dynamic tuning, keeping the live-environment Q&A accuracy stable at over 95% and first-response time stable at under 5 seconds. To date, hotels with AI in-stay service activated have a daily peak usage rate of 94%, with cumulatively over 1.8 million tasks executed. Guest amenity delivery, laundry consultation, and in-stay feedback are the three most-used scenarios. Future direction: the partners will continue iterating AI agent functionality, expanding the "super team" service scenarios, and pushing AI deeper into full hotel service workflows.