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Hotel-tech glossary

AI Concierge

Software that handles repetitive guest questions via chat without human staff.

An AI concierge automates conversational responses to repetitive guest questions (pool hours, breakfast cutoff, late check-in) across web chat, SMS, WhatsApp, and email. Mature deployments at independent hotels typically deflect 60-75% of inbound guest messages by month three. The deflection rate ramps from roughly 40-50% in month one as the property-specific knowledge base fills in.

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Related terms

Guest Messaging

Automated and manual two-way communication with guests across email, SMS, and WhatsApp.

Deflection Rate

Share of inbound guest messages an AI concierge handles without human escalation.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.