Hotel AI Assistant: Automate Guest Calls, Chat & Messaging

Your front desk answers first. When they can't, HelloShift AI steps in—so no guest is left with voicemail. Multilingual AI ensures natural conversation, freeing up your staff for real hospitality.

24/7 AI assistant — handles guest calls & chats instantly
  • ✓ Your staff answers first—AI steps in only when they can't
  • ✓ Never send a guest to voicemail again
  • ✓ Speaks your guests' language—literally
  • ✓ Natural conversation (no more 'press 1 for...')
  • ✓ Every call is recorded and transcribed in your inbox

HelloShift combines AI-powered guest messaging with voice AI to create a complete hotel communication solution. Whether guests reach out via phone, SMS, or your website chat, the AI assistant delivers instant, accurate responses—turning your hotel guest messaging into a 24/7 operation.

How it Works

Train AI Assistant

Train AI Assistant

  • Train the AI assistant with your hotel's FAQs, website content, and internal documents. See how to configure your AI Assistant.
  • Use pre-existing knowledge to ensure accurate and consistent answers.
Operate AI Assistant

Operate AI Assistant

  • Customize automation levels, tone of voice (casual or formal), and escalation preferences.
  • Enable or disable features based on hotel needs, such as after hours or during busy periods.
  • Forward calls to the AI assistant when staff is unavailable, handling multiple calls or chats at once.
  • Capture critical details like names and phone numbers, notify your team, and provide seamless communication across SMS and website chat.
Operate Voice Assistant

Operate Voice Assistant

  • Even well-staffed hotels miss calls when front desk is helping someone else in person or on another line.
  • Voicemails and phone trees drive guests away as callers rarely leave messages, causing missed opportunities and frustrated guests.
  • We don't bypass your staff—guests ring them first. AI answers only if no one can.
  • The AI assistant provides human-like interaction, ensuring guests don't hang up. Learn how to set up Voice AI.
  • Customizable call handling: forward calls to the AI assistant after hours, during overflow, or when staff is unavailable.
Monitor AI Assistant

Monitor AI Assistant

  • Review AI interactions to refine responses and adjust operations.
  • Leverage interaction logs to improve hotel SOPs.
AI Automations - Intent detection and automatic task creation

AI Automations

  • AI detects guest intent and automatically triggers workflows—request towels, ask for room key, or escalate to staff.
  • Works across all channels: SMS, WhatsApp, website chat, and voice calls.
  • Create tasks from templates, send pre-written messages, or issue digital room keys—all hands-free.
  • Customize which intents trigger automations—you stay in control of what the AI handles. Learn how to set up AI Automations.

Frequently Asked Questions

Your front desk staff answers first. When they can't answer—whether they're helping another guest in person, on another line, or it's after hours—HelloShift AI Assistant steps in automatically. The AI provides natural, human-like conversation in over 100 languages, handling calls and website chats 24/7. Every interaction is recorded, transcribed, and logged in your inbox for review.

No. HelloShift AI is designed to empower your staff, not replace them. The AI handles routine, repetitive inquiries—like questions about Wi-Fi passwords, pool hours, or check-in times—which can account for 70-82% of inbound calls. This frees your team to focus on high-value, personalized guest interactions that require human empathy and expertise. Think of it as adding a tireless team member who handles overflow and after-hours calls.

HelloShift AI supports over 100 languages and can communicate fluently with international guests. The AI automatically detects the guest's language and responds naturally, ensuring every guest receives excellent service regardless of their native language.

Training the AI is straightforward. You provide your hotel's FAQs, website content, operational documents, and any other relevant information. The AI learns your property's specific details—amenities, policies, local recommendations, and brand voice. This grounding in your hotel's actual data ensures the AI provides accurate, on-brand responses. You can continuously refine the AI by reviewing interactions and updating its knowledge base.

HelloShift AI is designed to recognize when a question is beyond its scope or requires human judgment. In these cases, it seamlessly escalates the conversation to the appropriate staff member. You have full control over escalation rules—defining when and how the AI should transfer calls or chats. This hybrid approach ensures efficiency for routine queries while maintaining the personal touch for complex or sensitive situations.

Most hotels can implement HelloShift AI within a few weeks. The timeline depends on the complexity of your setup and how much training data you provide. Our dedicated support team works with you throughout the process to ensure a smooth, efficient transition. You can start seeing results—like reduced call volume and improved response times—almost immediately after going live.

Yes. HelloShift AI Assistant handles both voice calls and web chat seamlessly. When a guest calls your hotel and your staff is unavailable, the AI answers with natural conversation. Simultaneously, website visitors can chat with the AI to get instant answers to their questions, helping convert more lookers into bookers. Both channels are managed through a single, unified platform.

The AI captures all critical details from guest conversations, including names, phone numbers, email addresses, booking inquiries, service requests, and any specific preferences mentioned. All interactions are transcribed and logged, creating a searchable record. This information can automatically create tasks for your team—like a maintenance request or a special amenity—and integrate with your PMS for a complete guest profile.

Absolutely. You have full control over the AI's communication style. You can set the tone to be formal and professional or warm and casual, depending on your brand. You can also customize automation levels, choose which features to enable (such as after-hours support or overflow handling), and define exactly when the AI should escalate to a human. This ensures the AI always represents your hotel's unique identity.

HelloShift AI is highly accurate because it's grounded in your hotel's specific data—your FAQs, policies, and operational documents. Unlike generic chatbots, our AI doesn't guess or provide generic information. It only answers based on the knowledge you've provided, ensuring responses are accurate, relevant, and on-brand. You can continuously monitor interactions and refine the AI's knowledge base to improve accuracy over time.

Yes. All AI interactions are visible to your team in real-time through the HelloShift platform. You can monitor ongoing conversations, review transcripts, and step in at any moment if needed. This visibility ensures quality control and gives you the data to continuously improve your AI's performance and your hotel's standard operating procedures.

HelloShift integrates deeply with major Property Management Systems (PMS), CRMs, payment gateways, and door lock systems. This seamless integration enables features like personalized messaging based on booking data, automated task creation from guest requests, and a unified flow of information across all your hotel's operations. Unlike standalone chatbots, HelloShift connects your AI-powered communication directly to your core workflows.

No. HelloShift is entirely web-based. Guests can call your hotel and speak with the AI, or chat via your website—all without downloading anything. For text messaging, guests receive SMS directly on their phones. This eliminates friction and ensures maximum accessibility, which is important as 71% of guests prefer not to download hotel apps.

Hotels using HelloShift AI typically see significant measurable improvements: up to 70-82% of routine guest messages automated, a 20-35% increase in direct bookings from website visitors, up to 30% reduction in operational costs due to reduced call center needs, and improved guest satisfaction scores. Results depend on proper setup, staff training, and integration with your systems.

Yes. HelloShift adheres to stringent data privacy and security protocols. All guest information is private and secure, and our platform is compliant with relevant industry standards including GDPR and data protection regulations. We take the security of your guests' personal information seriously, ensuring peace of mind for both you and your guests.

AI Automations let your AI Assistant take action when guests make requests. When a guest texts "Can I get extra towels?" the AI detects the intent and automatically creates a task for housekeeping. You can configure automations to create tasks from templates, send pre-written messages, issue digital room keys, or transfer calls to staff. Automations work across SMS, WhatsApp, website chat, and voice calls.

Learn More in Our Help Center

Step-by-step guides to help you get started

AI Assistant Configuration

Configure Text AI for chat and SMS
Voice AI Assistant

Set up Voice AI for phone calls
Browse All Articles

Explore our complete Help Center

“ With HelloShift we have seen an almost immediate improvement in the amount and efficiency of communication between all departments. It allows us to complete guest requests very quickly and ensures that the entire staff can keep up with the status of those requests. HelloShift has revolutionized the old school communications log and paper request system. Our hotels will never look back. ”

Case Studies & Ai Assistant Articles

Single App That Optimizes Hotel Communications and Operations at The Indigo Road Hospitality Group
HelloShift AI Voice: 24/7 Hotel Calls Answered Instantly
HelloShift AI Suite: Transform Hotel Ops in 2026

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