The AI concierge for every journey

Conversational AI in hospitality uses artificial intelligence (AI) and natural language processing (NLP) to understand and respond to guests just like a human would. In the hotel and airline industries, it enables real-time guest interactions across chat, voice, and messaging channels. Sendbird’s AI-powered agent acts as a digital concierge that helps guests book, modify, or enhance their trips with personalized service for improved guest satisfaction. Hotels and airlines benefit from streamlined operations.

Conversational AI transforms the guest experience by connecting every stage of the journey — from booking to post-stay feedback. It provides real-time, personalized service across multiple channels, remembering each guest’s preferences to deliver consistent guest communication. With Sendbird’s AI agent, hotels and airlines can anticipate needs, reduce friction, and delight travelers at every touchpoint, resulting in stronger customer satisfaction and loyalty.

Hotels and travel companies use conversational AI to enhance both guest interactions and business operations. Typical use cases include:

• Automating repetitive tasks such as booking confirmations or itinerary changes.

• Managing flight or room rebookings with autonomous AI agents.

• Providing real-time guest communication for updates, upgrades, or cancellations.

• Offering tailored dining or excursion recommendations that enhance customer engagement.

• Supporting multilingual travelers to improve accessibility and inclusivity.

This makes conversational AI in hotels a key driver of efficiency and satisfaction in the hospitality industry.

Traditional chatbots are rule-based and limited. Sendbird’s AI agent uses advanced natural language processing (NLP) to understand intent, remember context, and execute actions. It can autonomously handle booking modifications, loyalty perks, and cross-channel requests — streamlining hotel management and delivering faster, more accurate responses that elevate guest satisfaction.

Yes. Sendbird’s AI agent proactively assists travelers during disruptions, helping to rebook flights or rooms before guests even reach out. By automating repetitive tasks and keeping travelers informed, hotels and airlines can maintain high operational efficiency while protecting their brand reputation and guest satisfaction.

By automating common customer service workflows, Sendbird’s AI agent reduces ticket volume and shortens response times. It empowers staff to focus on complex issues while the AI resolves routine inquiries instantly. The result: greater operational efficiency, lower costs, and more time for teams to deliver meaningful, human-centered guest interactions.