Aiello, an enterprise AI company specialising in conversational AI and natural language technologies, has integrated and certified its Call Agent, Aiello Voice Assistant and GuestWeb products with Shiji Infrasys POS, the companies said.
Guests can browse dining options, ask questions, receive menu recommendations and place orders through voice or text across multiple hotel touchpoints. Confirmed order information is then automatically transmitted to Infrasys POS, according to Aiello.
GuestWeb gives guests a mobile interface to browse menus, ask questions and place orders, while Aiello Call Agent handles phone orders and Aiello Voice Assistant takes natural voice commands. Aiello said the combined touchpoints let hotels offer dining services at different stages and locations of the guest journey rather than limiting digital ordering to one channel.
Singapore deployment
Separately, Crowne Plaza Changi Airport connected Aiello Call Agent with its F&B ordering workflow in September 2026, extending the guest journey from phone-based inquiries to dining purchases.
At Holiday Inn & Suites Saigon Airport, GuestWeb has been handling more than 450 F&B orders per month, Aiello said. Within 60 days of launch, the company said the solution generated an average of approximately US$8,400 in additional monthly F&B revenue.
Simon Le Touze, senior director of partnerships at Shiji Group, described the role Infrasys POS plays in linking guest demand with service operations.
“Infrasys POS serves as a critical link between guest demand, service workflows and food and beverage operations. Through our collaboration with Aiello, guest dining requests can flow directly from AI-powered interactions into operational order workflows,” Le Touze said. “This extends the role of AI beyond the guest-facing experience and into day-to-day hotel operations.”
Vic Shen, founder and chief executive of Aiello, set out what the integration is meant to achieve for hotels.
“AI should do more than improve the guest experience, it should create measurable operational and commercial value for hotels,” Shen said. “Our integration with Infrasys POS represents an important step in building a more connected AI hospitality ecosystem.”
Depending on a hotel’s operating model, Aiello and Shiji said they can also explore applications involving service charges, discounts, bundled offers and other configurable dining options. The two companies said they will continue to explore further AI-powered F&B applications and system integrations.
