Sabre Hospitality has boosted the functionality of its SynXis Concierge.AI platform bringing AI capabilities into its SynXis booking engine with integration into a number of guest-facing channels.
The integration is designed to generate instant responses across key touchpoints, such as website, email, social platforms and voice. Concierge.AI is managed and monitored from a unified inbox that provides powerful insights to boost conversions, increase website engagements and streamline operations, according to Southlake, Texas-based Sabre Hospitality. The company further noted that hotels can configure the solution at the chain, brand or property level for brand consistency and control.
"A year ago, we announced that SynXis Concierge.AI was live and being used by our Customer Care & Delivery team to deliver faster, more accurate assistance, and it was our vision to add AI to other areas of our portfolio in thoughtful ways to move the dial for our customers and their guests," Scott Wison, president, Sabre Hospitality, said in a statement. "We are kicking off early adopter testing of Concierge.AI functionality in SynXis Booking Engine in June and next month. We are putting Concierge.AI at our customers' fingertips through the Community Portal to enable effortless self-service. This technology is deeply integrated into the booking engine, ensuring a seamless and elevated guest experience."
The SynXis Concierge.AI functionality will include Booking Agent, which is an AI-powered chatbot embedded in SynXis Booking Engine that assists with real-time inquiries, room suggestions, booking support, FAQs and local recommendations. Meanwhile, Email Automation uses generative AI to manage high volumes of travel-related emails by extracting key information (like travel dates or party size) and generating personalized offers. This feature is designed to help improve response speed, booking efficiency and reduce staff workload.
In addition, Social Connect enables AI-powered guest engagement across various social platforms including Facebook, Instagram, Messenger and WhatsApp Business. Managed through a single unified inbox, hotels can streamline communications, ensure a consistent brand voice and gain insights into guest sentiment and trends, according to the company. Finally, Voice Connect integrates an AI phone agent into hotel telephone systems, providing 24/7 support for guest inquiries, bookings and call transfers. This solution is designed to boost operational efficiency while delivering fast, personalized service over the phone.
Sean Seah, SVP, strategy, technology and innovation, Langham Hospitality Group, touted Sabre and its evolving platform.
"From the foundation of our flagship property 160 years ago—which was the first hotel to offer air conditioning, hydraulic elevators and hot and cold running water in guest rooms—pushing the boundaries of what's possible has always been part of our DNA. Sabre's SynXis Concierge.AI solution greatly enhances our ability to address multi-lingual queries and booking requests from our guests while preserving the personal and intuitive touch our customer service is renowned for," he said.