Generative AI at John Paul: an asset for ultra-personalized concierge services
Always at the forefront of innovation in the Concierge sector, John Paul is now integrating generative AI to offer ever more personalized, rapid and efficient services. “A new step in our mission of excellence, giving us a strategic advantage in an environment where personalization and responsiveness are key,” says Joël Chabas, Chief Digital Officer at John Paul.
Premium services enriched by generative AI
AI is already part of their DNA, but generative AI is opening up new horizons. With this revolutionary technology, they optimize their ability to anticipate requests, thanks to real-time processing of interactions. As soon as an e-mail is received, AI analyzes the nature and urgency of the request, accurately identifying elements such as the location and number of people involved, in order to target the type of action to be taken.
Generative AI truly collaborates with their Concierges to provide them as quickly as possible with quality information (e.g. the best hotels or restaurants) tailored to the Member's request and profile. “Like our concierges' co-pilot, generative AI helps us provide quality recommendations, always validated by the Concierge, for an enhanced customer experience that is both human and ultra-personalized,” explains Joël Chabas. AI is also a real ally when it comes to monitoring their Members; among other things, it enables them to trigger reminder campaigns to offer them specific services at certain times of the year (e.g. ski vacations).
Security and confidentiality: John Paul's priorities
As a premium concierge service, trust is essential. John Paul has therefore implemented a strict framework guaranteeing the security of all their Members' private data. Generative AI runs exclusively on their internal systems, ensuring total confidentiality, and is only used to support concierges so as not to interfere with the human exchange between member and concierge.
“As John Paul has been PCI DSS certified for many years, the security of our Members' data is at the heart of our mission: from banking transactions to the various use cases we deploy for generative AI,” emphasizes Joël Chabas. These imperatives form one of the major foundations of their quality requirements.
The future of AI at John Paul: entering new markets
While their offer is still geared towards their users, they want to roll out their augmented experience to a wider customer base, while preserving the attention and excellence that characterize them.
