24/7 AI concierge for a luxury hotel group
A multilingual conversational agent built into the group's WhatsApp line and in-room tablets – handling bookings, housekeeping, and local recommendations without ever waking night staff.
Challenge
A boutique hotel group operating in Bangkok and Phuket was running a 24/7 concierge desk at each property, with overlapping night staff to cover international guests arriving on late flights. Response times drifted during peak check-in windows and language coverage was thin outside Thai and English.
They needed an always-on channel that could handle multilingual guest requests – bookings, housekeeping, dining reservations, and local recommendations – without losing the warmth that defines their brand.
Approach
We designed and shipped a multi-turn AI concierge accessible via WhatsApp and in-room tablets. It is built on a retrieval-augmented agent grounded in the hotel group’s own SOPs, with smooth handoff to live staff whenever the guest asks for a human.
Every response passes through a tone-and-safety layer trained on their brand voice guide, and front-desk teams see the full interaction history in real time on their existing PMS.
Launched in six languages (English, Thai, Mandarin, Japanese, Korean, French) with an evaluation harness that scores every conversation for factual accuracy and sentiment.
Outcome
Within three months of launch, night-shift ticket volume dropped 72% and the group consolidated to a single regional night manager instead of property-level staffing.
Upsell conversion on spa, dining, and experiences rose 31% – the agent is more consistent at surfacing offers than tired humans at 2 a.m., and guests engage more willingly on their own screen.
The group is now rolling the system out to three additional properties in Vietnam and the Maldives.
