How Hotel AI Gives Teams More Time for Guests

There’s been what feels like a universal rush to implement AI everywhere lately, particularly in decision-making roles, which has prompted serious discussion within the hospitality community.

In his October 5 Hotel Online article, “Despite P(doom), Hoteliers Are All In on AI,” Jason Freed reports on hotel leaders’ discussions at the Destination AI Summit where participants were asked to rate the probability of AI “doom” scenarios. Perspectives ranged.  Some view the implementation of AI-infused software which makes decisions and fully automates many roles as inevitable and positive. Most believe in a more balanced approach, where software platforms with AI features give hotel operators strong control over how they’re used.

At 14IP, we have first-hand experience balancing optimism and risk management when navigating AI strategy.  As one of the industry’s earliest adopters of AI tools, we identified guest communication as the first place where AI could be used safely to improve hotel operations and guest experience.  

For guest communications, that consideration starts with everyday moments. A phone rings at the front desk while an employee checks in a waiting family. Another caller rings in needing directions. A third call arrives with a guest wanting to reach housekeeping.  All those callers wait for that check-in to finish, or interrupt it.  Still, the phone rings constantly. It’s an all-too-familiar scenario: too many calls, not enough people to answer when needed.

With this in mind, we launched our first hospitality-focused AI product assistant in 2020, handling routine calls so employees stay focused on the guests who need their attention.

Since then, we’ve deployed AI voice assistants at hundreds of properties around the world, handling millions of guest calls. As AI tools and technology have advanced, so has our offering. What began as an “FAQ” solution evolved to incorporate integrations with various systems, such as housekeeping software, booking systems, and more, providing full coverage across multiple guest requests.  Need towels in your room?  How about a spa reservation?  We’ve got it covered.

Put AI to Work on Everyday Guest Calls

14IP’s Xivea AI Hospitality, formerly EVA, delivers conversational AI to hotel communications. Available around the clock, it understands natural speech, answers questions, takes requests, books amenities, and routes callers to the right person internally whenever needed.

Capabilities include:

• Multilingual conversations support guests in different languages.
• Integrations with numerous hospitality platforms, including ticketing systems, PMS platforms (including folio requests), spa reservation systems, and more.
• Text messages with useful information, directions, and web links.
• Guest feedback collection at the end of a call.
• Transfer to a live agent whenever appropriate.

These capabilities give hotels a practical starting point for AI: helping callers get information and reach the right people. Learn about Xivea AI Hospitality.

Give Employees Time to Deliver Personal Service

Consider a busy arrival period. An employee helping a guest resolve a room issue also has several incoming calls to manage. Automating many of those calls reduces interruptions and allows that employee to focus on their guest.

The service opportunity comes from how the hotel uses that time. Employees can stop wasting cycles on easy tasks and spend that time resolving guest requests that require judgment and care.

Take a Practical Next Step with 14IP

Voice calls are part of the guest experience, so an AI agent deployment must consider brand standards, call flows, and staff responsibilities.

14IP recommends pairing Xivea with Evolution Voice, its cloud telephony service for hotels. Deployment options also exist for hotels retaining on-premises phone systems, depending on their current equipment and connectivity. Explore 14IP’s deployment options.

Let our team’s experience deploying AI at hundreds of properties help ensure your project is successful.  Before launch, we’ll help you collect property information, identify systems where interactions can be automated, build guardrails, and map out where calls will be transferred whenever a human is needed.

Reach out without obligation.  14IP will help you explore where Xivea AI Hospitality fits your property’s service goals and help you make a business case.

Book a Xivea AI Hospitality demonstration to discuss your call flows, guest needs, and deployment options.