Harbour Point Resort is an invented company. We built this to show how the thing works, not for a customer, so there are no business figures anywhere on this page.
The situation
What this kind of business is dealing with
Common in the trade, not a description of anybody in particular. If two or three of these sound like your week, the build below is the shape of the answer.
- The phone rings in the middle of check-in and there is one person on the desk.
- Nobody answers after the night shift starts, which is exactly when guests abroad are awake.
- Half the calls are opening hours, parking, and whether the pool is open.
- A caller who cannot get through books through a channel you pay commission to, or rings the hotel down the road.
- International guests reach someone who cannot help them in their language.
What we built
The pieces of it
Each of these exists and runs. Ask for a walkthrough of any one of them.
- A number that always answers
- The hotel number, forwarded. It picks up on the first ring, says up front that it is an AI, and offers a person at any point in the call.
- Answers taken from the hotel's own information
- Rooms, rates, amenities, check-in times, parking, pets, the pool. If something is not in the material it was given, it says so and puts the caller through instead of inventing an answer.
- Bookings written into the reservation system
- A reservation taken on the phone lands in the same system the desk already works from, with the guest details and any notes from the call attached.
- Handoff that carries the call with it
- Complaints, refunds, anything about a charge, and anything the agent is unsure of go to a person -- who gets a short summary, so the guest does not start again from the beginning.
- Six languages on the same number
- The agent answers in whatever language the caller opens with and stays in it for the rest of the call. No separate line, no menu to pick from.
- Transcripts you can search
- Every call recorded, transcribed and searchable, so the hotel can see what people actually ring about rather than guessing.
How it works
What actually happens, in order
- 01
A call to the hotel number is forwarded to the agent.
- 02
It says who it is, that it is an AI, and asks what the caller needs.
- 03
It works out which of the 18 call types this is -- availability, an existing booking, directions, a question about the room.
- 04
For a booking it checks real availability, quotes the rate, takes the details and reads them back.
- 05
The reservation is written into the booking system while the caller is still on the line.
- 06
Anything about a complaint, a charge in dispute, or anything it is unsure of rings the desk with a summary of what has been said.
- 07
The call is transcribed and filed, and a short summary goes to the inbox the duty manager watches.
The build
Facts about the thing itself
Size, scope and how long it took. These describe the build. They are not customer figures, because there is no customer and a number we did not measure would be worth nothing to you.
- Languages
- 6
- Call intents
- 18
- Build time
- 3 weeks
Built with
- Realtime voice
- Twilio
- Next.js
- PostgreSQL
- Webhooks