AI voice bot for hotels: what it does for your hotel

Voice bot — soon in Leksta, demo access by request. Want early access to test the bot on your hotel's scenarios? Get demo access. Meanwhile, call speech analytics already gives you a transcript, a checklist score and a summary of every front-desk conversation.

A hotel voice bot calls the guest or the manager after a booking, confirms the details with a key press, answers routine questions from the hotel's knowledge base and hands complex conversations to the front desk. Below is how these scenarios work and how to design them so guests find them convenient.

Let's look at which front-desk tasks the bot takes on and where your staff add the most value. The industry page is AI for hotels and tour operators.

A call after each booking

The clearest scenario is booking confirmation. When a new booking appears, the bot calls and reads out the details: dates, room type, guest name. The person on the other end presses 1 to confirm, or another key to ask for a call from the front desk. The answer is saved on the call record with a timestamp.

The same mechanism works for internal alerts. If a booking came from the website or a partner and is waiting for confirmation, the bot calls the manager as a reminder. Calls go out only during the working hours you set.

If the guest does not answer

Any outbound calling bot should tell an answering machine from a person within the first seconds of the call. Then your rule should apply: leave a short message, call back later, or both. The number of attempts and the pause between them are set in the campaign. If detection is uncertain, it is sensible to treat the call as unanswered and retry rather than leave a misplaced message.

Answers to guests from the knowledge base

Guests ask the same things: check-in time, parking, whether breakfast is included, whether pets are allowed. You write these answers into the knowledge base once. The bot finds the right passage and gives a short answer. When a question goes beyond the knowledge base, it offers to connect the guest with the front desk, so the guest gets an exact answer from a person.

The same knowledge base powers AI chats — the website widget, Telegram and Viber (soon, demo access by request). A guest who writes in the evening gets the same answer as a guest who calls during the day.

Handoff to the front desk

The bot hands the conversation to a person when the guest asks for it or when the question goes beyond the scenario. You set the handoff rules. If everyone is busy, the bot asks what the callback is about and leaves a note on the call record. The front desk calls back with context.

A short survey after checkout

After checkout, the bot calls the guest and asks one question: did everything go well? The guest answers with a key press and the answer goes into the campaign report. An unhappy answer can trigger an alert to the manager so that a person follows up while the stay is still fresh. You write the wording yourself.

Remembering returning guests

When a guest calls again, the bot recognizes them by phone number and takes earlier conversations into account — for example, greets them and asks straight away whether the transfer question is still open. An administrator turns this feature on when the hotel needs it.

A call summary within half a minute

Call summaries are available today as part of speech analytics: after a call you get a transcript, a score and a short summary of what the guest called about and their sentiment. The duty manager sees what happened without listening to the whole recording.

How to keep guests happy

A bot is useful when it saves the guest time. The rules the Leksta bot is built on, and that work in any call automation:

• The bot introduces itself. At the start of the call it says it is an automated assistant. The guest knows right away who they are talking to.
• Short messages. One call, one task. Do not mix a booking confirmation with a spa promotion.
• Allowed hours. Calls go out only in the window you set in the campaign.
• A way to opt out. The guest can press the opt-out key, and the number is removed from future campaigns.
• A fast route to a person. "Put me through to reception" works the first time.

What the general manager sees

Today every call by the front-desk team can go into speech analytics: the recording is transcribed and scored against your checklist: greeting, accuracy of information, offering extra services, a polite close. The manager sees problem conversations right away, not a week later. The bot's calls land in the same log, so the whole line is in one place. To build such a checklist, see our post on the call quality scorecard.

How the bot and your staff share the work

The bot takes routine calls; people handle what needs a personal touch:

• The bot speaks Russian. Guests who speak other languages can write to the AI chat on the website or in a messenger.
• The bot confirms and answers questions. New spa or restaurant reservations are made by the front desk in your systems.
• Your staff sell and negotiate. Complex requests, group stays and negotiation stay with people, who now have more time for them.

For tour operators: the same mechanics

For a tour operator the scenarios are similar but the flow is different. The bot confirms a tour request, reminds travelers about payment or documents before the trip, and answers transfer and visa questions from the knowledge base. Outbound calls run as campaigns from an uploaded list, with the traveler's name, destination and dates filled into the script. Today tour operators can use speech analytics on their managers' conversations.

Where to start today

Start with preparation and analytics, so the bot works on your scenarios faster:

1. Build the knowledge base: check-in rules, services, frequent questions. It serves both the bot and chats.
2. Connect your PBX or SIP trunk to speech analytics. Details in how to connect AI to your PBX.
3. Write a scorecard for front-desk calls.
4. Get demo access to the bot and test it on your hotel's scenarios.

Get demo access, or see analytics on your own calls in a demo.

FAQ

What can a hotel voice bot do?

It confirms bookings with a key press, answers routine guest questions from the knowledge base, runs a short survey after checkout and hands complex conversations to the front desk. You can get demo access to the bot, and call speech analytics already scores front-desk conversations.

What language does the voice bot speak?

Russian. Guests who speak other languages can write to the AI chat on the website or in a messenger.

What if the guest does not pick up?

The bot detects the answering machine and follows your rule: leave a short message or call back later. You set the number of attempts.

Can the bot transfer a call to the front desk?

Yes, according to the rules you set. If the front desk is busy, the bot records the callback topic on the call record.

How does the bot get bookings from the booking system?

Bookings are passed via webhook or a list export, so the bot works with any PMS without a complex integration.