I grew up at a time when interacting with a computer meant thinking like a machine. I remember my Computer Science professor instructing the whole class that computers don’t lie and they return exactly what you instruct them to. You had to be precise, structured, and literal. Back then, people adapted themselves to technology. We memorized commands, followed strict syntax, clicked through menus, and searched using carefully chosen keywords.
And then it changed on 30 November 2022.
The public arrival of ChatGPT forever changed how human interact with machines and it flipped the relationship. Machines are no longer just command-driven tools but they are intent-driven systems. Instead of rigid inputs, we use natural language. Instead of keywords, we ask full questions. Instead of navigating menus, we describe outcomes. The computer interprets context, predicts needs, and responds in a conversational and intelligent way. This shift has unlocked a new set of possibilities to develop smarter services which was not possible till sometime back.
At the same time, the strong and unprecedent adoption of easily accessible AI chatbots have reshaped user behaviour. And it also changed the expectations and digital habits of guests arriving at our properties.
At the intersection of transformed guest behaviour and the new capability of technology lies a golden opportunity for hotelier to redefine and elevate our guest’s digital experience.
Orascom Hotels Management leveraged this opportunity by launching an AI native App (or Platform) called Genie. With the prime focus to elevate the in-stay guest experience, it provides a modern Agentic AI enabled chat-based interface for our guests to interact with our intelligent digital channel. Unlike the traditional digital channels, guest have an option to circumvent the menu driven and time-consuming service discovery process and chat directly with the AI Agents to avail any product or service in a more natural, intuitive and human fashion.
Genie is your intelligent, AI-powered one-stop concierge, designed to cater to every request you may have during your stay. Whether you need housekeeping, room service, a taxi booking, restaurant reservations, spa appointments, or local recommendations, Genie seamlessly handles it all through an intelligent conversational interface available 24/7.
AI is embedded into every feature of the app. Learning your preferences, understanding context, and anticipating your needs. If you book a taxi, Genie doesn’t just help you confirm the ride but it also proactively suggests what you can explore at your destination. Every quick-action button dynamically adapts to your persona, the time of day, and even the day of the week. Early in the morning, you may see options like ordering breakfast or an energy drink, while evening prompts may highlight dining experiences or relaxation options. If you are vegetarian, your AI-curated menu will automatically display only vegetarian selections. Genie continuously personalizes your journey and transforms traditional service requests into intelligent, context-aware experiences that feel effortless.
A few days ago, this shift became tangible through a guest’s feedback. From their perspective, the difference was striking:
“Earlier, when I wanted something as simple as an ice bucket, I had to open the app, search through categories, and figure out where that request would sit. It sounds small, but it took time and wasn’t very intuitive. With Genie, I just typed, ‘Can you send an ice bucket to my room?’ It felt like messaging a person. I didn’t have to think about departments or service categories. Within seconds, I received a confirmation. “
The removal of cognitive effort is a real guest experience transformation. Behind the scenes, the AI Agent intelligently interpreted the request and routed it to the appropriate department, ensuring it was fulfilled within the hotel’s SLA by the right team.
Traditionally, hotel apps were confined to the four walls of the property. They allowed guests to order room service, request housekeeping, or book a spa appointment but rarely extended beyond internal hotel services. Yet today’s traveller is just as interested in the destination as in the room itself. With AI Agents, that boundary disappears. Using an AI guest app, guests can now ask about nearby points of interest, receive information about the closest hospital or explore curated local activities tailored to their preferences. The AI Agent acts as a true digital concierge that is available 24/7, context-aware, and capable of seamlessly blending hotel services with destination intelligence.
At the same time, these intelligent platforms create significant value for hoteliers. Every interaction generates insight. If a guest orders two bottles of water every morning, Genie proactively suggest the same when they open Genie the next day. At scale, this behavioural data becomes even more powerful. Management gains visibility into what guests are frequently requesting, what they struggle to find, and what services may be missing altogether. These insights enable hotels to refine operations, anticipate demand, optimise staffing, and deliver increasingly personalised experiences. In essence, the same technology that simplifies life for the guest becomes a strategic intelligence engine for the hotel.
In the era of intelligent interactions, the question is not how guests navigate our systems, but how our systems anticipate, adapt, and respond to them. Expectations have changed permanently. If we continue to optimise old journeys, we will miss the opportunity to create entirely new ones.
This is the moment to reimagine outcomes, redesign engagement, and build experiences that feel less digital and more human. The real question now is not whether change is coming but the question is “How are you rewriting your guest experience for the age of intelligent interactions?”