AI Concierge — 24 / 7 Guest CX
Any channel, any language, any hour. Our AI concierge never sleeps, solving 78 % of guest requests without staff hand‑off and lifting ancillary revenue while guest‑satisfaction scores soar.
Industry
Hospitality & Travel Tech · Conversational AI
Service
Conversational Design · Multilingual NLP · PMS/OMS Integration · Voice & Chat Deployment
Team Setup
1 Product Strategist · 2 Conversation Designers · 3 ML Engineers · 4 Full‑Stack Devs · 2 Integration Specialists · 2 QA · 2 DevOps
Timeline
7 Months
Story
Goal
Launch a 24 / 7 virtual concierge able to:
- Contain ≥ 70 % of inbound requests without human help.
- Reply in < 3 seconds on web chat, WhatsApp, SMS, voice.
- Boost ancillary‑revenue conversion by ≥ 20 % (spa, dining, upgrades).
- Handle 15 languages with ≥ 94 % intent accuracy.
Challenge
Guest service never sleeps—nor do the complexities:
- Round‑the‑clock demand—front‑desk afterhours calls up 38 %.
- Omni‑channel sprawl—voice, chat, SMS, WhatsApp, Facebook, in‑app.
- PMS & POS silos—Opera, Mews, Micros each speak different APIs.
- Tone & luxury fit—robotic replies sink NPS.
- Data privacy—PCI, GDPR, and guest PII vaulting.
- Edge‑case hand‑off—seamless switch to staff when AI is unsure.
Our Approach
Discover
Shadowed call‑center & front‑desk at 5 flagships; found 62 % queries were repeatable (“wifi pwd?”, “extra towels”).
Design
Built tone decks & persona prompts; Wizard‑of‑Oz pilots over WhatsApp; 300 guest chats ↗ CSAT +14 pts.
Deploy
Hybrid Dialogflow CX + GPT‑4o; Node micro‑services; blue/green by hotel cluster; nightly intent‑drift checks.
The Mountain to Climb
Real‑time NLU, tone adaptation, and 15‑language coverage—at scale.
15 languages; 94 % intent F1.
Answers 500+ top questions; call volume −42 %.
Spa, dining, late‑out; ancillary rev +23 %.
Auto‑creates tickets in housekeeping & maintenance queues.
Handles 32 % of after‑hours calls; AHT −3 min.
Confidence < 0.6 → staff chat with full context.
Pulls loyalty tier, stay history to tailor tone.
Offers OTA‑match code; direct booking +11 %.
Staff chat in English, guest reads native tongue.
QR code or NFC triggers customised welcome flow.
Containment, CSAT, upsell, latency dashboards.
PCI tokenisation, GDPR purge, audit exports.
User Research Insights
78 % of hotels already use AI tools such as virtual concierges. Verloop.io
Hotels deploying chatbots see conversion lifts up to 30 % on upsells. Universe Groups
Faster response times correlate directly with higher guest satisfaction. ClicData
Technology Stack
A/B Test Wins
ROI / Business Impact
Outcome
A never‑sleeping, multilingual concierge that solves 70 % of queries instantly—raising revenue and guest happiness simultaneously.
Guest Experience
- Average response time 2.1 s; CSAT 95 %.
- Containment 70 %; human hand‑off with full context.
Revenue & Growth
- Upsell take‑rate +23 %; direct booking uplift +11 %.
- NPS on service interactions +17 pts.
Operational Efficiency
- 24/7 coverage with no extra FTE.
- 99.98 % bot uptime; P95 latency 2.3 s.
Brand Impact
- Featured by HospitalityNet 2025 “Best AI Guest Experience Platform.”
- AI adoption in hospitality projected 25.1 % CAGR—client ahead of curve.
Feature Highlights
Multilingual NLU
Instant FAQ
Upsell Recommender
Voice IVR
Smart Hand‑Off
Work‑Order Router
Personalised Tone
Rate‑Parity Offers
Real‑Time Translator
Event Triggers
Analytics Dash
Compliance Vault
Offline Fallback
Loyalty Lookup
Edge‑Cache NLU
Ready for 24 / 7 guest delight?
Book a concierge sprint—we’ll integrate with your PMS, launch in two weeks, and prove CSAT & revenue wins in the first month.