Hotel AI Chatbot

Casa di Fiore SPA & Medical Hotel, 5 *, Kranevo

The 5-star hotel uses a smart digital assistant on the website to solve several challenges such as staff shortages, the need to serve potential customers and guests at night, help with reservations and online requests, freeing staff from routine questions and requests, and more. The hotel took an innovative approach to its AI chatbot on the site by creating an avatar for it and calling it “Miss Fiore”. The hotel participated with its hotel AI chatbot project in the Digitalk & A1 Awards Competition. You can read about Ms. Fiore’s story in the article in Digitalk by Kapital (in Bulgarian).

For the first year of work (2022) Miss Fiore achieved:

• 83,543 users assisted in Bulgarian and English, even if every customer took only 1 minute to be assisted, Miss Fiore has chatted with guests over 1,390 hours
• Over 545,000 actions in the chatbot including clicking and chatting in just 12 months
• Saved close to 7,000 working hours to the hotel employees (the work of 3 to 4 people on duty every month)
• 62% of the communication is via mobile phone
• 39% of night chatting (up to 45%)
• 32% of requests were submitted at night
• On its busiest month of the year, Miss Fiore had close to 61,000 interactions by users with over 4,000 customer interactions on its busiest day
• The hotel AI chatbot has integration with the WebHotelier reservation system for quick and easy room booking through the chatbot
• Voice AI in Bulgarian and English for voice messages and faster and easier online communication

• Case study about Miss Fiore here
• Watch a video story about Miss Fiore’s voice assistance.
• Read an interview with Iglika Todorova, owner of the hotel about the implementation of the chatbot and what changed in the work of the team and the business with the chatbot’s help.

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Hotel complex “Izgreva”, Banya, Bansko

Izgreva had an old website and no automation of customer communication. The manager of the complex had to accept requests for accommodation until late at night by phone without a day off while planning the operations and managing the complex which led to delays in all duties. The small hotel has an ambitious approach to the introduction of an AI chatbot with its own landing page and uses the best practices in promoting its chatbot online and offline.

For the first year of work (2022) Izgrevcho saved at least 1,400 working hours for the hotel manager further accomplishing:

• Over 1,100 hotel topics activated (in 2 languages)
• 16,222 users have communicated with the chatbot one or more times
• Over 82,500 interactions from customers (clicks or questions) were taken care of, an average of 200 to 480 interactions per day on busy days, with a peak in July 2022 – over 13,500 interactions from hotel guests in that month
• 10 forms for accommodation and other services successfully collected over 50% of the inquiries from 17 countries
• Up to 41% of requests through the chatbot are submitted outside working hours
• 42% of the communication happens between 18:00 and 8:00
• 74% of the communication is via mobile phone
• Over 3,200 customers with over 4,000 customer interactions on its busiest day this year
• Digitization of the Restaurant menu through the chatbot
• Automation of accommodation requests via chatbot
• Replacement of the old site with a new one by redirecting the domain to a landing page with an AI chatbot created on the Umni platform
• Voice AI in Bulgarian and English for voice messages and faster and easier online communication

• Case study about the “Izgrevcho” chatbot here
• Watch a video story about Izgreva’s problems and how the hotel AI chatbot solved them.
• Read an interview with Mariana Terzieva, manager of “Izgreva” about the implementation of the chatbot and what changed in the work of the team and the business with the chatbot’s help.
• How Izgreva uses Messenger chatbot with its AI chatbot on the website to automate customer communication here
• How Izgreva uses a QR code to direct guests to the chatbot from the guest room keys here