Industries: Hospitality, Tourism
Use Cases: Guest Onboarding / Verification, Synthetic Identity Fraud (SIF) Prevention
Solution: Incode Omni
- Improved Guest Experience: Reduced check-in and check-out wait times, enhancing guest satisfaction.
- Streamlined Mobile App: Created a seamless, front-desk-free experience via mobile ID validation.
- Regulatory Compliance: Ensured adherence to Singapore Tourism Board regulations.
“As a technology innovation team leader for a large hospitality company, we received complaints from guests about long lines during check-in and check-out. To improve guest experience, we collaborated with Incode to create a mobile app guest flow that bypasses the front desk with a mobile ID validation process. Incode provided an ID validation solution that met Singapore Tourism Board regulations and correctly validated a variety of IDs and passports. They were responsive and helped us overcome challenges to provide a smooth guest experience. We look forward to future collaborations with Incode to enhance the experience and safety of our guests.”
Beginning in November 2021, a prominent global hospitality leader with a strong Asian footprint has teamed up with Incode Technologies, Inc., the foremost provider of advanced identity solutions. Together, they embarked on a groundbreaking journey to revolutionize guest experiences through seamless identity verification. This initiative marked the first-ever attempt to introduce such technology in Singapore, showcasing the client’s pioneering spirit in the region.
The success of hospitality companies in today’s competitive landscape hinges on their ability to seamlessly blend efficient, welcoming processes with the creation of unforgettable experiences. From the moment a guest sets foot on the property, their journey is meticulously crafted to leave a lasting impression. This journey starts with efficient and welcoming check-in procedures that aim to reduce waiting times and ensure a stress-free arrival. Guests value the convenience of streamlined check-ins, especially in a world where time is a precious commodity. As travelers’ expectations evolve, these companies continue to refine and redefine their offerings, staying at the forefront of the industry to meet the ever-changing demands of their guests.
The hospitality industry leader faced several intricate challenges:
- Queue Elimination: Addressing persistent complaints of lengthy check-in and check-out queues to enhance guest satisfaction.
- Operational Efficiency: Striking a balance between operational efficiency and guest contentment, especially when integrating innovative technologies.
- Government Compliance: Navigating stringent government regulations, particularly regarding guest identification and security.
- Security and Fraud Prevention: Safeguarding guest data and preventing fraud while implementing new technologies.
- Companion Experience: Extending the guest experience to include companions while maintaining efficiency.
They were looking for a technology partner that would help them address these complex challenges and meet the following vendor selection criteria:
- Integration: The solution needed to seamlessly integrate with the clients existing ecosystem.
- Liveness Detection: Capabilities for detecting liveness to prevent fraud.
- Optical Character Recognition (OCR): Accuracy for extracting key data.
- Speed: Efficient system performance was crucial.
- Diverse IDs Support: Support for various Asian IDs was essential.
- Mobile SDKs: Compatibility with web and mobile SDKs to accommodate future mobile app development was vital.
Incode was the perfect choice, playing a pivotal role through its advanced identity verification solution, the Incode Omni platform. This comprehensive platform featured crucial features such as facial recognition, ID validation, and key-sharing capabilities.
Incode and the client collaborated closely to build a frictionless mobile guest check-in solution, powered by a modular Incode Omni identity verification platform. Seamlessly integrated with the client’s existing Mobile App, the platform added advanced biometric identity verification and authentication capabilities to the user flow. The resulting solution enabled the client to effectively address various identity validation needs remotely, combining speed and precision with an extra layer of security through facial recognition, liveness detection, and ID validation.
The guest is verified by scanning the ID, taking a selfie which is compared with the photo from the ID, and applying a proof of life test to the selfie using Incode’s Passive Liveness Detection technology. Once the guest is enrolled, they are able to perform any other Identity transactions; like authentication for log-in and in-person authentication using a physical kiosk.
The solution went live in November 2022 and is currently deployed in Singapore, with the intention of being rolled out globally.
• Easy and Fast Implementation:
The partnership with Incode resulted in a highly flexible, bespoke, and efficiently implemented solution. Incode’s tailored solution seamlessly integrated with the client’s ecosystem, featured global passport support and multilingual capabilities, and received comprehensive implementation assistance, ensuring a user-friendly experience for diverse guests.
• Improved Guest Satisfaction:
Incode’s solution was finely tuned to cater precisely to the requirements of the client. This customization ensured that the solution seamlessly integrated with the client’s existing infrastructure, aligning with the desired user journey and the resort’s global clientele.
• Streamlined Automation:
By integrating Incode Omni’s identity verification and fraud detection into their guest onboarding, the client automated tasks, reducing labor and transitioning to eco-friendly electronic methods. Incode’s software efficiently extracted facial images from various documents, enhancing efficiency and sustainability.
• Fraud Detection:
Incode’s self-developed face recognition algorithms underwent rigorous testing, earning certifications from NIST and iBeta Level 2. These advanced algorithms continuously optimize security measures across the entire customer lifecycle, significantly reducing fraud attempts; including the prevention of synthetic identity fraud.
• Regulatory Adherence:
Through its collaboration with Incode, the client achieves full compliance with global and regional regulations, including those set by the Singapore Tourism Board, bolstering its reputation as a responsible and trustworthy hospitality provider in Singapore.
• Projected Additional Business Value:
The collaboration with Incode not only met immediate needs but also projected additional long-term business value. This value extended to preventing unauthorized room selling, a crucial aspect in the hospitality sector. Incode’s solution effectively curbed such activities, safeguarding the client’s revenue and reputation.
• Combating Human Trafficking:
The client is also exploring the potential to use Incode’s solution to address broader societal issues, such as human trafficking. Through features like stress recognition in the Incode Omni platform, the client aims to leverage Incode’s technology to enhance security measures and contribute to the global fight against human trafficking. This dual-purpose approach demonstrates the versatility and impact of Incode’s solutions beyond traditional hospitality needs.
Incode and the client joined forces to revolutionize luxury in Asia’s Hospitality Industry by crafting a seamless mobile guest check-in experience. This partnership was defined by unconventional challenges, showcasing Incode’s exceptional adaptability and preparedness to explore uncharted territory.
The outcome offered a superior guest experience, streamlined automation, fraud prevention, and regulatory compliance, all with the potential to make a broader societal impact in the fight against human trafficking. Incode’s innovation has not only redefined the hospitality industry but has also set new standards for security, compliance, and the realm of possibilities.
Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identity online to power a world of digital trust. Incode’s revolutionary identity solutions are unleashing the business potential of universal industries including the world’s largest financial institutions, governments, retailers, hospitality organizations, and gaming establishments by reducing fraud and ultimately, transforming human interactions with data, products, and services.