72%
Automated inquiry resolution
From manual only
Case Study
AI Concierge Agent
Your members never wait for an answer.
Case Study
Your members never wait for an answer.
A single conversational agent that handles inquiries, reservations, billing questions, and service requests across chat, SMS, email, and voice — 24 hours a day, in your members' preferred channel. The system knows who it's talking to, picks up where the last conversation left off, and resolves most requests end-to-end. When judgment is needed, your team gets a clean escalation with the full context already in hand.
The concierge is built around trust, not autonomy. It answers from your real operational data and confirms with the member before it changes anything that matters — a reservation, a billing dispute, a service order. Staff stay in control of the rules and the exceptions, and management gets a weekly view of what members are actually asking for.
Capabilities
24/7 coverage across chat, SMS, email, voice, and the member app.
Reservations, billing, account questions, and service requests handled in one conversation.
Real-time answers from connected systems (reservations, billing, F&B, operational), with confirmation before any state change.
Member recognition and conversation memory across channels and across visits.
Department-aware escalation to staff with full context, transcript, and recommended next action.
From Our Work
After-hours reservation conversion, across eight properties.
The group was losing reservations after hours and burying its front-desk teams in repetitive calls — booking changes, billing questions, dining hours, spa availability. We delivered a conversational agent integrated to the property management system, F&B, and spa scheduling. Guests now reach the agent through SMS, the property app, voice, or web chat, and it resolves the majority of inquiries without human handoff. Within four months, after-hours reservation conversion climbed from 18% to 58%, front-desk call volume dropped 64%, and guest satisfaction rose 13 points.
72%
Automated inquiry resolution
From manual only
<30s
Average response time
From 8–12 minutes
58%
After-hours reservation conversion
Up from 18%
−64%
Front-desk call volume
Versus baseline
89
Guest CSAT score
Up from 76
Key Insight
Most front-desk work is not judgment work. The right agent absorbs the volume and gives the human team back the conversations that actually require a human.
