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As in many large hotels, daily emails with similar, often recurring inquiries accumulated at Hotel Berlin, Berlin: "How much does breakfast cost?", "Can I check in earlier?", "Does my room have air conditioning?". Responding to these emails took a lot of time. "Some guests receive dozens of reservation confirmations every month—always the same text; that's anything but personal," says Robert Broeck, the hotel's Digitalization Manager.
Up until then, the team relied on cumbersome Word templates to handle the multitude of email inquiries. "Colleagues would copy templates and then simply fill in fields like the reservation number—honestly, that was totally cumbersome and anything but up-to-date," he adds. A solution was needed that is both more efficient and more personal.
“It's just so brilliant—the AI understands what people are asking, it knows the hotel, and immediately provides an appropriate answer. And not just some standardized text block, but truly tailored individually to the guest.”
Here, DialogShift's Email AI comes into play. It takes over the answering of the most frequent email inquiries and adjusts the responses dynamically. "It's just so brilliant—the AI understands what people are asking, it knows the hotel, and immediately provides an appropriate answer. And not just some standardized text block, but truly tailored individually to the guest," enthuses Robert. "The same AI that has been successfully in use as a chatbot on our website for three years now also supports us in answering emails."
An additional advantage: The AI is directly integrated into the Outlook system. "The cool thing is, I don't have to open a new page or copy anything. The AI writes the answer directly in the email program—everything seamless," he explains enthusiastically. "And it even automatically inserts personalized booking links for booking inquiries!"
"Even our most senior employee is totally enthusiastic and uses the Email AI extensively."
Since the introduction of the Email AI, the way of working at the hotel has noticeably changed. "It saves us an enormous amount of time," says Robert. "Previously, composing emails often took a long time; now the team is relieved and can focus on more important tasks. Even our longest-serving employee is totally enthusiastic and uses the AI intensively." He even admits with a laugh, "Sometimes I 'secretly' have my own emails formulated by the AI." "The great thing is that it still seems more personal to the guests. They don't receive a generic answer but one that is tailored to their individual question."
"And the results speak for themselves: 'Since the beginning of the month, the AI has answered over 3,000 inquiries. That's 3,000 emails that otherwise our reception or reservations team would have had to write—amazing!'"
"And that's just the beginning. 'We are currently testing it in two departments, and the results are so good that we want to soon expand it to the entire hotel,' he says. But it shouldn't stop there: 'The future lies in automation. We want to integrate even more smart tools that support our team and simultaneously offer guests a better experience.'"
At Hotel Berlin, Berlin, the Email AI has noticeably relaxed the daily work routine. "At the end of the day, it's about providing guests with the best experience without getting lost in day-to-day business," says Robert. And that's exactly what AI in the hotel industry is for! More time for the important things, like service. AI in the hotel is a supplement, not a replacement—or as Robert puts it: "It saves time, makes work easier—and makes the guests happy. Win-win!"
Thank you, dear Robert, for the exciting conversation!
