The hospitality industry is highly dependent on human labor, the cost of which is constantly rising. It is also a seasonal industry, closely tied to staff turnover and the loss of employee know-how. This makes it a particularly suitable sector for AI automation — from handling guest requests (at various stages of the customer journey), through internal process automation, to augmenting analytical and decision-making tasks.
Comprehensive AI Automation Across Hotel Chain Departments
Client CountryUnited Kingdom
- Client typeEnterprise
- IndustryHospitality & Travel
- Application areasCustomer Support & Experience, Data & Analytics / Business Intelligence, Strategy, Planning & Decision-Making
- AI technologiesAI Agents & Task Orchestration, Conversational AI (chatbots, voicebots), Generative AI, Large Language Models (LLMs), Natural Language Processing (NLP)
- Business impactsCustomer Experience & Market Growth, Operational Efficiency & Cost Savings
- Data typesDocuments / Semi-structured Data, Structured Tabular Data, Textual Data
- Delivery modelsCustom Development, Product / Licensed Software, Service / Subscription
- DeploymentsCloud
- Key capabilitiesConversational & Language Interaction, Recommendation & Personalization
- Project stagesScaling / Expanded Implementation
- Solution formsAnalysis, Recommendation, or Report, API / Micro-service Interface, Automated Backend Process, Conversational Interface, Plugin / Extension for an existing system, Web Portal / Dashboard
Solution Description
Problem description
Solution
A suite of AI agents was deployed across the client’s departments:
-
Customer care agents connected to backend systems for reservations, hotel services, etc., enabling the fully automated processing of tens of thousands of guest inquiries each month. This freed up dozens of staff members for higher value-added tasks.
-
Agents for internal process automation — in accounting and business offers — saving tens of work hours weekly.
-
Agents for analytical work with hotel data, enabling real-time alerts for exceptional situations, identifying actions to improve customer satisfaction, and providing insights into overall performance.
Main Users of the Solution
Customer service, digital services, data analysts, hotel teams and management, company leadership.
Project timeframe (months)
9
Technologies used
TELMA AI platform integrated with large language models
Additional services
- AI strategy and roadmap
- Identification and prioritization of suitable use-cases
- AI model selection and customisation
- Change support and user training
- Compliance/regulatory support
- Providing MLOps infrastructure
- Ongoing maintenance and retraining of the model
Use of Personal / Regulated Data
Yes
Implementation
Project Owner on the Client's Side
Head of IT / Data / Technology
Participation on the Client's Side
- Business / Product Owner
- Domain / process experts
- Data & ML specialists
- Software & Data Engineering / IT Ops
- End users
Form of Supplier Involvement
Full implementation
Operation and Maintenance
Operational Model
Joint supplier–client team, with the majority handled by the supplier.
Needed Competencies on the Client's Side
Collaboration on iterative solution improvements. Project management to identify and execute next steps.
Other Resources or Infrastructure
Standard IT support
Impact and Results
Qualitative Benefits
Increased process control and transparency. Real-time availability of analytical insights. Improved customer experience through instant responses, always correct information, and automatic processing of large numbers of guest requests.
Quantitative Results
30% cost reduction. Order-of-magnitude acceleration of customer interactions (from hours to minutes or even seconds). Resilience to seasonality. Resilience to team turnover.
Client Feedback
High satisfaction with the speed, success, and ROI of the initial project led to the launch of further automation initiatives.
Lessons Learned and Recommendations
Key Success Factors
Strong project team on the client’s side. Collaborative teamwork between client and supplier. Strong analytical culture (sponsored by the Chief Data/Innovation Officer).
Biggest Challenges
A critical, even hostile, approach from the UK team — overcome by high-quality, factual delivery that convinced them we were the right partner. Law of diminishing returns — over time, further automation becomes so complex that ROI becomes problematic.
Recommendation for Others
Just start.
Promotion
Demo / Public Resources
- CompanyMAMA TELMA AI
- ContactKuba Krchák
- Emailsales@telma.ai
- Websitehttps://telma.ai
- AddressRevoluční 17, 110 00 Praha