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EnglishRecently, Dongcheng Group, a leading hotel group in China, announced the launch of its AI Smart Hotel Center and AI Digital Human Matrix.
This marks the initial success of the AI hotel ecosystem built on DingTalk's digital foundation and AI capabilities since their collaboration began last year. Dongcheng Group will accelerate the implementation of all-scenario intelligence—from marketing to service, and from operations to quality control—significantly improving efficiency for franchise partners and opening up new avenues for consumer service evolution.
In the wave of AI reshaping the global industrial landscape, the hospitality industry is also actively building an AI hotel ecosystem. As Cheng Xinhua, founder, chairman, and CEO of Dongcheng Group, noted, large hotel groups must prioritize efficiency enhancement, exceptional service, and innovation. Emerging technologies like AI are rapidly integrating with the hotel industry, and by exploring the deep application of AI in the sector, the pace of industry evolution and innovation is being comprehensively accelerated.
As the fifth-largest chain hotel management group in China and the 14th-largest hotel group worldwide, Dongcheng Group operates more than 3,500 franchised hotels, covering over 30 provinces, municipalities, and autonomous regions across the country. With over 18 years of experience in the hospitality industry, Dongcheng Group has accumulated extensive operational expertise, data, and scenario insights. Its nationwide hotel network serves nearly 100 million guests annually.
In recent years, Dongcheng Group has positioned digital transformation as one of its core strategies. Before 2020, it independently developed hundreds of software systems, employing hundreds of staff dedicated to data mining and digital product development. Through a strategic partnership with DingTalk, Dongcheng Group is accelerating its digital upgrade and fully embracing AI.
To enhance Dongcheng Group's AI capabilities, since 2024, the company has been working closely with DingTalk to explore AI application scenarios in the hospitality industry, developing the "Cat Claw GO-AI" collaborative platform. This innovative platform integrates AI assistant capabilities across various business functions, deeply fusing DingTalk's intelligent capabilities with Dongcheng Group's industry-specific scenarios: providing stores with an AI-powered, highly efficient collaboration space; cultivating an "intelligent brain" for executive decision-making; and offering investors AI-driven algorithms and precise data analytics to effectively improve corporate management, business development efficiency, and return on investment.
For example, in quality control, an AI assistant trained on 200,000 historical guest complaint records can proactively communicate with guests before dissatisfaction arises, addressing potential issues. By offering late check-out or automatically issuing coffee vouchers, the AI assistant helps reduce negative service reviews. Standardized AI inspections further enhance the standardization of service actions and overall service quality. In addition, tools like AI work orders act as a "one-stop concierge" for frontline operations staff, combining an intelligent work-order system with real-time operational optimization capabilities, boosting store service completion rates by up to 15%.
Service training is an indispensable part of the hospitality industry—it not only directly determines a hotel's service quality but also significantly impacts its overall reputation and efficiency. Addressing pain points such as teacher shortages, difficulty in scaling training, and challenges in quantifying results, DingTalk's "AI Practice Partner" solution transforms AI into an "employee coach," creating a new, intelligent paradigm for service training at Dongcheng Group. Through a closed loop of "skill mapping + AI practice + data feedback," the program standardizes, quantifies, and continuously evolves service talent capabilities, significantly improving training efficiency, shortening new employee training cycles, and reducing training costs.
In addition to enhancing AI capabilities, low-code tools have also accelerated the development and adoption of digital applications at Dongcheng Group. Leveraging DingTalk's low-code platform, the company has restructured its development ecosystem, making "everyone a developer" a reality. Business teams with no prior coding experience can now directly participate in app development, effectively boosting business efficiency and flexibility while reducing development expenses. Currently, all members of Dongcheng Group's Digital Intelligence Rapid Response Team—the Dongcheng Group Digital Intelligence Center—have earned low-code engineer certification, and individual business units are rapidly following suit, equipping themselves with the professional capabilities needed for digital innovation and swift business responses.
Looking ahead, the collaboration between Dongcheng Group and DingTalk will continue to be guided by the core principles of "inclusiveness" and "openness." The advanced technological expertise gained from this partnership will be distilled into practical solutions that can be implemented across the hospitality industry. At the same time, through the openness of the DingTalk and Dongcheng Group ecosystems, the collaboration aims to attract more partners to jointly build new operating models for the hotel industry in the AI era.
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