- Travel & Hospitality
- AI Agent Development
- AI Consulting
- CMS Development
The questions a front desk answers four hundred times a month
Check in time, parking, late checkout, breakfast, the wifi password. A guest messaging agent answers them the moment they are asked, and the upsell that used to depend on the desk being free happens on its own.
Representative engagement. This describes a pattern we build rather than one named client: the situation that produces it, how we approach it, and the range of outcomes that kind of work lands in. Figures are stated as ranges or targets, never as a measured result for a specific customer. Our named client work is on the work index.
- Industry
- Travel & Hospitality
- one agent across email, WhatsApp and the booking inbox
- Every channel
- complaints, accessibility and payments always go to a person
- Escalates up
The problem
Pre arrival and in stay questions arrive by email, phone, WhatsApp and the booking platform's own inbox, in whatever language the guest speaks, at whatever hour they are awake in. A small property cannot staff all four channels around the clock. The revenue cost is the part that goes unnoticed. Early check in, a room upgrade or a late checkout are things guests will pay for and rarely think to ask about, and the desk only offers them when it is not busy, which is not when guests are arriving. There is a limit on what should be automated. A complaint, an accessibility need or anything touching a payment belongs with a person, and an agent that tries to handle those is worse than no agent.
What we built
One messaging agent across the channels the property actually uses, answering from the property's own information rather than from anything general, in the guest's language. The escalation boundary is agreed before the build. Complaints, accessibility requirements, payment issues and anything the agent is not confident about go to a person immediately, with the conversation attached so the guest does not repeat themselves. Upsells are offered at the moments they land: an upgrade at the point of booking, early check in the morning before arrival, late checkout the evening before departure. Timed and relevant rather than sent to everybody, which is the difference between an offer and a nuisance.
What changed
Guests get answers at the hour they ask, which is where most of the effect on review scores comes from, and the desk stops answering the same five questions. Ancillary revenue that previously depended on the desk having a free moment becomes systematic. The escalation boundary is what makes the whole thing acceptable to run, and it is agreed in writing rather than discovered.
Built with
- TypeScript
- Anthropic
- Twilio
- PostgreSQL
- Next.js