We strengthen Meliá’s technology model with AI, Cybersecurity, and Cloud

We have renewed our strategic partnership with Meliá Hotels International to continue developing the hotel group’s global technology model. This new phase is underpinned by artificial intelligence, cybersecurity and cloud services to consolidate a consistent, secure and scalable digital environment, supporting more than 250 hotels across 40 countries.

One of the main areas of focus will be the evolution of AI capabilities within the Service Desk. AI will enable a shift towards more predictive and proactive support models, increase automation and improve incident resolution capabilities, providing users with a more agile and personalised experience. Meliá currently manages close to 240,000 requests per year, more than 70% of which are already automated, as well as more than 12,000 AI-assisted conversations every month.

Cybersecurity is another key pillar of this new phase. The agreement includes advanced services to strengthen the protection of Meliá’s systems and data and contribute to business continuity. The technology model also encompasses workplace management, specialised support, communications and cloud services, and currently supports close to 9,000 technology devices across Meliá hotels and corporate offices worldwide.

The partnership, which began in 2016, also encompasses advanced 5G connectivity, cloud services and solutions for the hotel of the future, such as network slicing.