Why We Built an AI Voice Assistant for Hospitality? Full Guide Inside

You'll never guess what Marriot Hotels did to improve customer experience!

They turned the boring task of collecting feedback into something interesting by letting guests share their thoughts through in-app voice assistants to capture their true sentiment.

This innovative approach gives Marriott a peek behind the scenes for understanding guest experiences without intruding on their privacy.

At Infutrix, we’ve seen it firsthand that the hospitality industry runs on quick service and constant availability. That’s why we built an AI voice assistant to help hoteliers like you reduce their customer response time and find out-of-the-box solutions that stand out in the market. 

In this guide, we’ll dive into the growing need for AI voice assistants in the hospitality industry and share key use cases that have delivered the most value based on our personal experience.

Why AI Voice for Hotels?

With hands-on experience in building voice AI solutions for hotels, we understand that your guests expect memorable experiences, and even a single poor interaction can ruin it.

So here are the top benefits of AI in hospitality you must embrace for your business: 

• All-Time Accessibility 

Customer queries can emerge at any time. The main question is: are you ready for it? Hospitality voice assistants are trained to guide their users through every step.

Be it suggesting local tourist attractions or planning check-out for early departures, these assistants are here for it. 

• Personalized Interactions 

Every traveller has their own requirements and plans, whether it is for family vacations or business trips and 82% of them prefer companies that offer AI-driven personalization.

AI voice assistants extract user data for the most appropriate response. These agents can reschedule booking based on schedules and offer personalized suggestions without any human intervention. 

• On Time Service During Rush Hours 

Managing guests during the holiday season is a challenge on its own. The hotels are packed, and itineraries are planned. But the customers wait in queues for assistance.

Voice assistants in hospitality can tackle the situation with on-time support. They can manage front-desk operations, last-minute cancellations, and self-check-ins and check-outs. 

How AI Voice Assistants Help Cut Costs in Hospitality?

The impact of AI voice assistants in hotels and travel agencies is widespread, with nearly 78% of hospitality companies expecting voice-enabled devices to assist guests at every step.

Luckily, AI voice assistants are a one-stop solution. 

From hotel booking to post-trip engagement, these assistants are helping hotels drive direct revenue by upselling room upgrades and exclusive packages in real-time.

Here are the core areas to deploy voice AI in hospitality:

• Bookings and Scheduling

Users can book, reschedule, and cancel appointments through instant voice interactions to eliminate the risk of human error. Integrate these assistants with calendars and CRM platforms, and these agents ensure real-time updates to reduce the chance of double booking.

These assistants make the process of bookings and reservations straightforward, which means no need to fill out long forms and call multiple numbers to get help. 

• Front Desk Operations

Voice-enabled assistants handle inbound and outbound calls to assist guests in timely check-ins and check-outs. This automation reduces wait times and solves one major issue: multilingual barriers.

• Itinerary Planning

Voice AI in hospitality helps users build trip itineraries, suggest local tourist attractions, and make bookings for activities or dining.

These solutions provide personalized recommendations based on travelers' interests and available slots, updating plans dynamically while integrating with third-party booking platforms. 

• Travel Forecasting 

AI voice assistants have access to large data sets to offer predictive insights on weather updates, route planning, and travel disruptions. These forecasts assist in optimal booking times, price trends, and the appropriate mode of travel based on current data. 

• Post-Trip Engagement 

To maintain engagement after the trip, hospitality voice assistants handle follow-up surveys and collect feedback. These systems can send reminders, offer loyalty benefits, or invite reviews using voice interactions, helping businesses nurture long-term customer relationships and improve service quality.

What We Learned Creating an AI Voice Assistant for Hospitality?

Building an AI voice assistant for hospitality requires a deep understanding of guest expectations along with optimizing existing workflows. 

Here are our key learnings: 

1. Training and Support

AI voice assistants require ongoing training. While foundational training is essential to get real results, the assistant needs continuous training on guest interactions to get that human touch.

In this stage, three things are crucial:

• Contextual Learning: The assistant needs to be trained with hospitality-specific vocabulary, scenarios, and common guest queries.

• Live Feedback Loops: Systems that can continuously collect real-time feedback and retrain models to improve response accuracy.

• Call Rerouting: Handing off complex issues to human agents to ensure uninterrupted service at every touchpoint.

2. Customization 

Chain hotels, boutique properties, and luxury resorts all have their unique guest journeys, service expectations, and brand tones.

It’s critical to: 

• Tailor Voice and Personality: We customize our assistant’s tone and language to reflect the brand's identity and personality.

• Add Business-Specific Features: The assistant can easily answer specific questions like "What time does the rooftop bar close?" or "Is the spa open on Sundays?"

• Localise: Multilingual support and local dialect understanding are vital in the process, especially for properties in diverse regions across India.

For accurate need assessment consider hiring a custom voice assistant development company like Infutrix. 

3. Continuous Refinement

When it comes to building voice assistants in hospitality, continuous improvement is non-negotiable. These assistants must evolve with guest behavior, technology trends, and feedback.

In this stage, it’s essential to: 

• Track Analytics: This includes the most common requests, drop-off points, and user satisfaction to identify areas for improvement.

• Update Versions: Just like any digital product, we rolled out updates based on new features, property changes, or feedback from hotel staff and guests.

• Handle Errors: Frequent testing and review helped reduce misinterpretations and improve the assistant’s ability to handle unexpected questions.

4. Omnichannel Promotion 

Deploying AI voice assistants is only part of the process. The rest is getting your guests to adopt it.

It includes:

• Staff Training: Your hotel teams need to understand how the assistant works so they could promote it confidently to guests.

• In-Room Visibility: QR codes, tent cards, and voice prompts in guest rooms can easily help in driving awareness.

• Digital Channels: Integrating the voice assistant into your mobile app and websites to give guests multiple touchpoints to engage with the assistant before, during, and after their stay.

You might think voice assistants are making the most significant impact in hospitality, but wait till you see what they’re doing in Indian banking. Check this out.

In Conclusion

That was our experience and what we witnessed while developing and deploying voice AI in hospitality space.

With global hotel chains like Marriott and Hilton already embracing voice AI to find innovative ways for customer feedback and increase repeat bookings, the standard for guest experience is evolving with solutions like voice assistants. 

At Infutrix, we have the technology, expertise, and industry know-how to help hospitality brands unlock these benefits. Whether you're a boutique hotel or a global chain, our custom voice assistant development elevates your service, reduces costs, and keeps your guests coming back.

Ready to go voice-first? Let’s talk.

FAQs(Frequently Asked Questions)

1. Why do hotels need voice assistants?

Voice assistants allow hotels to handle incoming calls, address FAQs, and provide information on pricing and room availability.

These assistants go beyond basic routine functions to streamline workflows. 

2. How is artificial intelligence changing the hospitality industry?

Artificial intelligence in hospitality is automating and personalising guest experiences, streamlining routine hotel operations, adjusting room rates based on demand, and analysing data to create tailored campaigns. 

3. What are the benefits of using voicebots in the hotel business?

Using voicebots in hospitality offers some great benefits. These include improved staff efficiency, reduced workload, higher productivity and guest satisfaction, and cost savings.