StayTalks: How Conversational AI is Transforming the Hospitality Contact Center

Have you ever thought about 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 industry, every call is a direct sales opportunity with a high profit margin. However, traditional contact centers are stuck in an inefficient, costly and not very scalable model. If you also wanted to optimize it through AI, it would probably entail a huge expense with a specialized consulting firm, integrations and time that you don't have.

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Aligned with your business strategy

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We have all suffered at some time the typical call from a general Contact Center, 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 dedicated exclusively to the hotel industry, that wears your shirt to sell rooms, that already works with hundreds of hotels and handles millions of calls every year. An extension of your reservations department, that knows your product and can take the calls you decide (all or only when you can't take 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, choked by inefficiency

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Despite the fact that the voice channel can achieve conversion rates of 50% and generate bookings up to 62% more valuable than OTAs, hotels that want to work the voice channel are mainly facing 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 calls go unanswered, 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 customization 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 the 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 queries. Its implementation allows:

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• Automate almost 30% of calls, freeing up human resources.  
• Reduce non-productive calls to agents by up to 50%.
• Operate with up to 37% fewer agents in high season.
• Quadrupling the wait 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 becomes a conversational co-pilot that guides the agent in real time, turning it into a revenue consultant:

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

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3. Refine with StayTalks Quality AI

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

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

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A learning and feedback ecosystem

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

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Roiback customers already benefiting from it

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

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

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In short, the voice channel has established itself as a powerful tool to sell more, take better care of the customer and have total control over the operation. 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 commercial 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 rather empowers it, liberates it and turns it into a strategic revenue driver.

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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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