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Key Highlights
- Delivered 24/7 multilingual support through AI-powered kiosks and QR access
- Enabled seamless wayfinding, service request triaging, and visitor assistance
- Integrated into Cushman & Wakefield’s facility management operations
- Scalable deployment via iPad—no additional hardware needed
- Positioned for regional rollout across other C&W-managed properties
Redefining Office Support in Modern Workspaces
Cushman & Wakefield (C&W) is one of the world’s leading real estate and facility management firms, managing over 4.8 billion square feet of commercial space globally. With over 52,000 employees across 60 countries and annual revenues exceeding US$10 billion, C&W plays a pivotal role in shaping productive and efficient workplaces.
In Singapore, C&W oversees a significant portfolio of office and industrial assets. At ESR BizPark @ Chai Chee, C&W was seeking to enhance its tenant experience by reducing the load on front desk teams while maintaining consistent service availability for all office users. Repetitive tasks such as directing people to meeting rooms or washrooms, handling FAQs, and triaging basic maintenance requests were consuming substantial time and resources.
The firm needed a smarter solution—one that could provide always-on support, improve operational efficiency, and elevate the tenant experience without increasing manpower.
The Challenge: Scaling Internal Support Without Sacrificing Service
C&W’s front desk staff were routinely tasked with managing a high volume of repetitive, low-complexity queries. These included:
- Wayfinding to internal office locations like pantries, meeting rooms, or HR
- Basic FAQs about amenities, office hours, and staff directory
- Submitting requests for maintenance, IT support, or office supplies
- Assisting visitors with registration and check-in
Such tasks often pulled staff away from higher-value responsibilities and caused delays during peak periods. There was also a growing need for consistent, multilingual support, especially in facilities with rotating teams or international tenants.
The Solution: AI Concierge Avatar for the Modern Workplace
To address these pain points, C&W partnered with Voncierge to deploy its AI Avatar Concierge. Installed at the reception area, the Avatar delivers real-time assistance in both visual and spoken formats—simulating the helpfulness of a front desk executive without requiring constant staffing.
Through natural voice interaction, employees and visitors can:
- Ask for directions to rooms and facilities (e.g., “Where is Meeting Room B?”)
- Submit internal requests for stationery, IT support, or maintenance
- Get real-time answers to company FAQs
- Check amenity availability such as cafeteria hours or shuttle schedules
- Register guests or locate staff members via directory integration
All interactions are conducted in natural language and are available in multiple languages, ensuring accessibility for a diverse user base.
Real-World Use Cases
An employee arriving early in the morning uses the Voncierge AI Avatar to locate a video conferencing room and submit a quick request for whiteboard markers. A first-time visitor scans the QR code and is guided step-by-step to the main conference hall without needing to ask for help. These are just a few examples of how the AI Avatar is redefining efficiency and experience at C&W-managed properties.
The system is also designed to scale—whether deployed on-site via kiosks or accessed through mobile devices. This flexibility allows C&W to implement the same high-touch service across multiple properties, even those without manned reception desks.
The Results
- Delivered consistent, on-demand support across time zones and languages
- Improved responsiveness to internal queries and office requests
- Enhanced perception of tenant service and office professionalism
- Positioned for expansion across additional sites under C&W management
We’re thrilled to partner with Cushman & Wakefield to bring this next-generation concierge experience to life,” said Nikhil Gupta, Co-Founder of Voncierge. “Our AI Avatar is designed to be welcoming, intuitive, and highly adaptable, allowing property managers to enhance the tenant experience while streamlining operations.
A Smarter Future for Workplace Operations
Contact us today to explore how Voncierge can support your team and transform your office experience.
