StayTalks: How Conversational AI is transforming the Hotel Contact Center

Have you ever considered the revenue you could be generating if you had an AI-powered Contact Center service for your hotel?

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In the Hospitality sector, each call is a direct sales opportunity with a high profit margin. However, traditional Contact Centers are trapped in an inefficient, costly, and unscalable model. Furthermore, optimizing it through AI would surely involve a huge expense with a specialized consultancy, integrations, and time that you do not have.

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Aligned with your commercial strategy

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We have all suffered the typical call from a generalist Contact Center, from banking, insurance, telephony, etc. They try to sell something you don't need, but imagine if you could turn it around and have your guests attended by a Contact Center that is exclusively dedicated to hotels, that wears your shirt to sell rooms, that already works with hundreds of hotels and manages millions of calls every year. An extension of your reservations department, which knows your product and can answer the calls you decide (all or only when you cannot answer them yourself) and offer you performance data to improve the process.

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What if, in addition, this contact center had automated processes through AI and allowed you to optimize management, improve quality and satisfaction, and increase sales?

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Faced with this reality, thinkIN, our strategic partner for the voice channel, with more than 10 years of experience as a hotel Contact Center, has developed StayTalks, a 360º Conversational AI ecosystem that is redefining customer service and operational profitability, and has been in production for more than a year in many hotels.

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The challenge: a high-value channel, drowned by inefficiency

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Despite the fact that the voice channel can reach conversion rates of 50% and generate reservations up to 62% more valuable than OTAs, hotels that want to work the voice channel mainly face these challenges:

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• Agent turnover of 40% per year, with hidden costs of up to $42,000 per replacement.
• An average of 43% of unanswered calls, and 85% of those customers do not call back.
• Demand peaks that saturate the voice channel and cede sales to intermediaries.
• Lack of technological integration with PMS and CRM, which prevents personalization and efficiency.

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The solution: StayTalks, generative AI specialized in Hospitality

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StayTalks is not just technology, it is operational intelligence. Its proposal is based on three pillars that work in synergy:

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1. Automate with StayTalks Voice Bot

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A generative AI that operates 24/7. It is not an answering machine, it is a virtual agent capable of autonomously managing reservations, cancellations, and complex inquiries. Its implementation allows:

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• Automating almost 30% of calls, freeing up human resources.  
• Reducing up to 50% of non-productive calls that reach agents.
• Operating with up to 37% fewer agents in high season.
• Quadrupling the waiting time before abandonment (from 45s to 197s), improving the experience and capturing more sales.

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2. Empower with StayTalks Agent Helper

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Once the VoiceBot has filtered the calls and only high-value interactions remain, the AgentHelper ensures that each call is executed with the highest quality. Artificial intelligence is transformed into a conversational co-pilot that guides the agent in real time, turning them into a revenue consultant:

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• Suggests effective arguments and ensures quality standards.
• Detects upselling and cross-selling opportunities, increasing revenue by up to 20%.
• Soon, it will integrate PMS and CRM to offer hyper-personalization in each call.

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3. Perfect with StayTalks Quality AI

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We live in the era of quality, and service standards must align with your hotel's quality standard. StayTalks Quality AI is a system that analyzes 100% of interactions (human and automated), detecting patterns and areas for improvement:

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• Reduces onboarding time and improves talent retention.
• Ensures consistent service quality, reinforcing the brand promise and building guest loyalty.

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An ecosystem that learns and provides feedback

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StayTalks forms a virtuous circle: the data generated by Quality AI retrains the Voice Bot and optimizes the suggestions of the Agent Helper. This guarantees continuous improvement and an increasingly profitable operation.

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Roiback clients who are already taking advantage of it

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In a Spanish hotel chain of 40 hotels, the results were conclusive:

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• +10% in the number of reservations generated through the Voice channel.  
• +19% in the total value of reservations, indicating an improvement in the quality of sales.  
• +15% in the average price per reservation, reflecting better channel optimization.  
• +32% in Contact Center share, increasing its weight within the direct channel.
• 47% conversion of gross reservations over the total of useful calls.  
• 91% of calls answered, demonstrating high operational efficiency.  
• 93.6 out of 100 customer satisfaction, a clear indicator of improved user experience. 

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In summary, the voice channel has established itself as a powerful tool to increase sales, improve customer care, and maintain total control over operations. Thanks to technology, team training, and integration with Roiback, this chain has managed to turn a traditional channel into a strategic asset aligned with its business objectives.

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StayTalks is not just a technological innovation. It is proof that the future of the hotel contact center is already here. A present where AI does not replace human talent, but empowers it, frees it, and turns it into a strategic revenue engine.

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Are you ready to take your voice channel to the next level? Request more information here and calculate the impact on your voice channel.

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