Hospitality
Every booking confirmed, every add-on offered, every complaint routed.
The problem
In most properties the front desk is the switchboard. Whichever call is being answered, four others are not — and reconfirmations, upsells and feedback are always the ones that get dropped.
Hospitality calls are short, repetitive and enormously sensitive to tone. A guest calling about a broken air conditioner does not want a menu tree; they want someone to say “room 412, engineering is on the way” and mean it.
Kwinova handles the routine half of that so your people can handle the half that needs a person.
Confirmations that actually confirm. The agent reads the live reservation, not a CSV exported last night. If the guest moves their arrival from 2pm to 9pm, the PMS knows before the call ends and housekeeping plans around it.
Upsells that do not feel like upsells. An add-on offered on a confirmation call converts far better than the same offer in an email, because the guest is already thinking about the trip. The agent offers what is relevant to that booking and stops if the guest is not interested.
Answers from your own documents. Check-in time, pet policy, parking, the walk from the station — uploaded once into the Knowledge Hub, quoted accurately on every call, in whichever language the guest speaks.
Complaints that reach the right desk in seconds. The flow classifies the issue and transfers. No hold music, no “let me put you through”, no losing the call in a blind transfer.
Schedules, not staffing. The flow knows your desk hours, your restaurant hours and your holiday calendar. Outside them the agent answers rather than the phone ringing out.
The figures above are illustrative targets. Measure your own before you publish them.
Where it is used
Booking confirmation and reconfirmation
Automated calls that read the live reservation, confirm arrival time and party size, and write any change straight back to the PMS.
Upsell add-ons
Airport pickup, late checkout, breakfast, spa — offered on the confirmation call at the right moment, and recorded against the booking.
Complaint routing
An in-stay complaint number that identifies the room, classifies the issue and transfers to housekeeping, maintenance or the duty manager immediately.
Post-stay feedback
A short call after checkout that captures a score and a comment, with low scores routed to a manager the same day.
After-hours cover
Time-based schedules hand the line to the AI agent outside desk hours instead of to an unanswered ring.
Questions we get asked about this
Which languages do the AI agents speak?
English plus ten Indian languages, with the language detected automatically during the call so the caller never has to choose from a menu.
What happens when the AI cannot answer?
It hands over. You define the triggers — a phrase, a repeated failure, an explicit request for a person — and the call transfers to a human with the transcript attached.
Will callers know they are talking to an AI?
Yes, if you want them to, and in several jurisdictions you must. We put the disclosure in the opening line of the flow; the wording is yours.
How long does it take to go live?
A working flow on a test number usually takes a day or two. A production launch with your integrations and a tuned script is typically two to six weeks, depending on how many systems the agent has to reach.
Where does our data live?
Each company gets its own isolated database schema. Documents are embedded on our own infrastructure rather than sent to a third-party embedding API, and deleting a company deletes its data.
Can the agent update our CRM during the call?
Yes. The agent calls your API as a tool mid-conversation and reads the real result back to the caller, so the change lands before the call ends.
Hear your own IVR in under a day
Send us a call flow or a folder of documents. We will stand up a working AI voice agent on a test number and let you call it.