AI Responses
AI instantly handles most inquiries. Monitor AI-led conversations in the panel.
AI for guest inquiry handling for Hotels and Accommodation
Communication Center
CogniVis AI Communication Center is an advanced tool for managing guest communication that integrates multiple contact channels in one place.
See how it works
Conversations from all channels in one place
Automatic query routing
Staff availability schedules
Mobile and desktop notifications
Key guest service metrics analytics
Insight into conversations handled by the team and AI
Communication Center Tools
Query Centralization
All inquiries from different channels come to a single, simple panel. This way, no message gets lost, answers are consistent, and analyzing frequently asked questions and discussed topics becomes much easier.
Redirects
When information is missing in sources, AI redirects the conversation to an available staff member. Redirects can also occur at the guest's request or any other situation you define (e.g., complaints, discount inquiries, group stay questions, etc.).
Availability schedules
Each staff member has their own availability schedule, specifying hours for each weekday.
Notifications
Upon redirect, the staff member receives a notification on the computer or phone.
Contact collection
If no staff member is available, AI will ask the interlocutor to leave contact details (email and/or phone), so the team can call back or reply later. Contact information will be automatically sent to service along with the full conversation history.
AI Translations
Built-in translations allow staff members to reply in hundreds of languages.
AI Modifications
Editing tools enable quick adjustments (e.g., shortening, simplifying, tone changing).
Analytics
Measure average response time, user satisfaction, service efficiency, and more.
Channels
Automatic Responses
AI will immediately answer guest questions, process reservations or offer additional services on these channels.
-
ChatBot on the Website
Embed it on your property’s website.
-
Instagram
Respond instantly to DMs.
-
Facebook Messenger
Respond as your property’s page.
-
WhatsApp
Respond from a dedicated number.
-
Smart Informer
Digital brochure accessible via QR code.
-
Email Address
Respond from a dedicated address.
-
Phone
Answer calls by voice.
Instant suggestions
AI will suggest to the employee who can automatically translate, modify or approve it.
Product
Guest journey
AI supports you at every stage of the guest journey – from first contact, through booking, check-in, stay, and review.
Specialization in Hospitality
When building CogniVis, we focused on deep specialization in the hospitality industry. See what benefits this brings.
Hotels lose responses, up to
60%
some communications remain unaddressed
Learn more
According to research, the average response rate of hotels to online reviews - regardless of type or location - is only about 40%. Despite the growing importance of reviews in the booking process, many accommodation owners still lag in maintaining an active online presence. One main reason for this is the time-consuming nature of crafting thoughtful, professional responses to guest reviews.
Source - MARA Survey
Personalized communication makes
77%
guests more willing to book
Learn more
Data from an international study by Ipsos MORI involving over 23,000 travelers and restaurant guests shows that 63% of respondents are more likely to book a hotel or dining venue if the owner regularly responds to most reviews. Moreover, as many as 77% of Tripadvisor users declare a higher likelihood to book at a property whose owner sends personalized responses.
Source - Ipsos MORI Survey
Chance of gaining a guest drops by
400%
after only 5 minutes of waiting for a reply
Learn more
A study published by Harvard Business Review confirms that the longer we wait to respond to a potential customer, the lower our chances of acquiring them. Analyses show that the likelihood of successfully qualifying a lead drops by as much as 400% if the response time increases from 5 to 10 minutes. Despite such significant differences, only 1% respond to inquiries in less than 5 minutes. This shows the great potential in quick reactions and the importance of continuously optimizing response time to potential customer contact.
Source - Harvard Business Review
Reducing response time to <1h is enough to gain
25%
more bookings
Learn more
Analysis of over 5000 listings in the hospitality industry shows that the facility's response time significantly influences ad effectiveness. Facilities responding in more than an hour had an average conversion rate of 0.8%. Responding within an hour raised the rate to 1%, meaning 25% more bookings. Quick response can therefore really increase the chance of booking.
Source - IntelliHost
Frequently Asked Questions
Which communication channels can be automated in a hotel?
The most commonly automated channels in the hospitality industry are email, WhatsApp, Facebook Messenger, Instagram, phone calls, and the chat on the hotel’s website. Thanks to CogniVis AI, most inquiries from these channels can be handled automatically, significantly increasing guest service efficiency.
In what situations does AI redirect an inquiry to a human?
AI will redirect the inquiry to a human when it cannot find a certain and precise answer to the guest’s question in its knowledge sources, when the inquiry requires an individual approach, or simply when the guest explicitly requests contact with a human. This ensures that guests always receive appropriate assistance.
How long does it take to redirect an inquiry to a human?
Depending on the channel and the number of service members available at the moment, redirecting an inquiry to a human can take from several to a dozen seconds. The system will automatically notify the service member of the new inquiry, and the guest will be informed that the system is looking for the appropriate person for them.
What if no service member is available?
If no service member is available, AI will inform the guest about the unavailability and collect guest contact information so that a service member can contact them later.
Can I set the working hours of service members?
Yes, in CogniVis AI you can set service members’ availability schedules so the system knows when they are available to handle inquiries. This allows AI to automatically redirect inquiries only when a service member is available.
How is a service member notified of difficult inquiries?
Service members are notified of new inquiries through various channels such as email and push notifications in the mobile or desktop app.