I’m going to make a bold prediction.
In 2–3 years, most—if not all—guest calls to and inside hotels will be handled by voice AI. It will know everything about the property, answer in any language, and the differentiator will be agentic capabilities—not just answering questions, but actually taking action: making a room or restaurant booking, routing a request for a bucket of ice (my wife’s favorite), sending up more towels or hair conditioner, and so on.
I remember at the end of last year, Voice AI started gaining traction. Onsai was one of the first to bring it to market for hotels (I believe) —I tried it at ITB Berlin earlier this year in their phone booth and thought, “This is cool… not perfect yet, but it will be soon.”
Fast forward to last week at The Hospitality Show in Denver—BluIP Inc. was pitching Voice AI in the TechOvation awards, and I met another PBX provider who had just integrated it into their solution.
So the question is: what happens to the operator room and call center teams? Will their roles evolve, or disappear entirely?
Personally, I still believe there’s a place for human interaction. I’d much rather get a call from someone checking in on my stay than a bot sending a message. And if that person later greets me at the front desk or restaurant because they know I booked—it’s that personal touch that makes hospitality special.
The companies that master this balance will be the true winners of the AI era—those who combine automation with genuine human connection to drive guest experience and loyalty.
Time to focus with the team on expanding listings in this space:
https://lnkd.in/dTbX_rhn
