Why every hiring team needs AI agents and not just a chatbot

Chatlyn unveils most advanced AI chatbot for hospitality at Arabian Travel Market 2024

My company is also pioneering efforts to leverage the power of AI. With continuous innovation and a commitment to enhancing the guest experience, those who adapt stand poised to shape the future of the hospitality industry with AI as a core component. For example, a resort my company works with implemented a novel integration of AI telephony that lowered the calls to the front desk staff and increased service level of answered calls. On top of all that the guests gave the AI system a high favorability rating, which was remarkable to me. I witnessed this innovation not only improve customer satisfaction but also increase operational efficiency, allowing staff members to focus on more complex tasks.

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Ahead of the Skift Data + AI Summit, he shares why generic models aren’t enough and what hoteliers must do to stay ahead. Handling up to 4,000 tokens allows the AI to manage longer interactions in a single request, enabling it to understand and respond to extensive customer queries or messages in a single go, ultimately leading to more effective and efficient interactions. Hospitality has suffered through the pandemic and afterward in manpower shortages. This tool can alleviate that problem but it does not replace a human. We are in the space age now, but customer service and smiling faces should still come first.

• AI algorithms excel in analyzing large data sets and extracting valuable insights, enabling hotels to offer highly personalized recommendations and services to their guests.
• Beyond dining, the broader hospitality industry is moving toward a model where digital enhancements coexist with human-centered service.
• Smedvig Ventures is a UK-based venture capital fund focused on backing exceptional management teams building market-leading technology companies.
• Cloudbeds, led by CEO Adam Harris, has built its own AI tailored specifically for the hospitality sector to deliver smarter, more personalized guest experiences.
• “At Cloudbeds, we view AI as the key to unlocking personalized travel experiences at scale.
• This capability ensures precise, real-time responses, enhancing communication for hotels with diverse international clientele and significantly speeding up response times.

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Our new revenue tool powered by Cloudbeds Intelligence, Signals, analyzes over 4 billion data points every hour—from bookings to competitor rates, local events, and guest reviews. It processes this data to deliver forecasts with industry-leading accuracy at over 95%, up to 180 days in advance, along with smart pricing and marketing recommendations to fill demand days. The journey of AI in the hospitality industry is still in its nascent stage, with endless possibilities waiting to be explored. As technology continues to advance, I expect AI to play an even more significant role in transforming the way hotels and resorts operate.

It’s about building a responsive, personalized ecosystem where technology doesn’t just automate, it understands. However, as industry experts like Lim, Schaefer and Kuepper pointed out, hospitality remains, at its core, a human experience — one where technology enhances, not replaces, the personal touch. AI and automation are transforming the hospitality industry, enhancing everything from food safety and compliance to customer service. As a result, many hospitality operators are investing in technology solutions and AI- driven automation to fill workforce gaps. The company’s technological excellence has earned recognition from both industry and government institutions. Chatlyn was recently honored as the Best Chatbot Solution Provider in 2024 by the World Travel Awards and received innovation funding from the Austrian Research Promotion Agency (FFG) for its groundbreaking AI development.

ARTIFICIAL INTELLIGENCE

As with any technology that deals with sensitive customer information, data security and privacy are paramount in the hospitality industry. You need to recognize the importance of safeguarding guest data and implement robust security measures to protect customer information. With the integration of AI, I recommend additional layers of security, such as encryption and authentication protocols, be put in place to ensure that guest information remains confidential and secure. The hospitality, restaurant, and catering (Horeca) sector is evolving rapidly, with technology and sustainability shaping its future.

Chatlyn has established a strong client base in the Middle East, working with a variety of properties in the hospitality sector, including gomosafer.com, La Quinta by Wyndham, luxurybookings.ae, and Amsaan Tours, among others. By finding the right balance between innovation and service, the industry can ensure that advancements elevate efficiency while preserving the warmth and authenticity that define exceptional hospitality. As shared by Squizify’s McDouall, the future of AI and the Internet of Things will continue to reshape the food industry, while governments and regulatory bodies will increasingly mandate digital compliance solutions. However, despite the rise of automation, industry leaders stress that technology shouldsupport human workers rather than replace the ‘human touch’. Digital tools, such as Squizify’s food safety management platform, are shifting businesses from a reactive to a proactive approach, allowing them to prevent issues before they arise.

This data-driven approach allows hotels to make informed decisions, streamline workflows and allocate resources more effectively, ultimately driving better business outcomes. As the CEO and Co-Founder of Cloudbeds, Adam Harris has long been focused on how technology can help hotels deliver better, more connected guest experiences. Now, as AI redefines business and customer decision-making, Harris is leading one of hospitality’s boldest experiments in sector-specific artificial intelligence. The hospitality industry has always been at the forefront of innovation, constantly seeking new ways to enhance guest experiences and improve operational efficiency. In recent years, the advent of artificial intelligence (AI) has presented exciting opportunities for hotels to revolutionize their services in an evolving hospitality world. Chatlyn is an AI-powered customer engagement platform designed for the hospitality sector.

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• However, AI must go beyond generic models to truly make an impact in the hospitality sector.
• Unlike generic AI models, Cloudbeds’ solution leverages a custom large language model and a causal AI engine that processes billions of real hotel data signals, enhancing everything from pricing to operational decisions.
• Chatlyn has established a strong client base in the Middle East, working with a variety of properties in the hospitality sector, including gomosafer.com, La Quinta by Wyndham, luxurybookings.ae, and Amsaan Tours, among others.
• And when these agents know how to work with each other, and with the people on your hiring team, they become even more powerful and drive the ROI you actually need.
• You expressly agree that your use of the information within this article is at your sole risk.

It simplifies communications by integrating with channels like WhatsApp, Telegram, and Facebook Messenger, and includes a Webchat widget for real-time interactions. Key features also encompass an omnichannel inbox, AI chatbots, and an Automation Studio. Supporting over 25 languages and fully GDPR compliant, chatlyn enhances customer interactions and drives revenue growth. The global hotel industry loses an estimated €10 billion annually due to fragmented guest communication systems, missed booking opportunities, and inefficient staff workflows. Artificial intelligence, in its various forms, has permeated nearly every aspect of our lives, and the hospitality industry is no exception.

What’s one of the most exciting ways you’re using data right now to make business or customer decisions?

“The hospitality sector is experiencing its biggest technological transformation since online booking, and chatlyn has positioned itself at the epicenter of this AI revolution,” said Freddie Kalfayan, Principal at Smedvig Ventures. “Their rapid adoption by premium hotel brands, industry-first AI capabilities, and exceptional founding team convinced us they’re building the platform that will define the future of guest communication. The market opportunity is massive and underserved.” “The days of fragmented, price-only revenue management are over. Traditional AI in hospitality often focuses on pricing with limited insight or accuracy, but we wanted to change that.

And the teams that will win are the ones with AI that actually acts.

And when your technology is built to support that, everything else falls into place. A smoother experience that shows up in the metrics that matter — faster time-to-fill, stronger candidate engagement and measurable reductions in your talent team’s workload. And when these agents know how to work with each other, and with the people on your hiring team, they become even more powerful and drive the ROI you actually need. During an interview at THAIFEX – HOREC Asia 2025, Matthias Kuepper, Managing Director & VP Asia-Pacific of Koelnmesse, underscored these workforce challenges and how businesses are adapting.

Ahead of his appearance at the Skift Data + AI Summit, Harris shares how Cloudbeds is building AI that actually speaks the language of hotels, why hospitality needs to stop treating AI like a plugin, and how machine-readable supply is about to power the next booking revolution. The content does not provide tax, legal or investment advice or opinion regarding the suitability, value or profitability of any particular security, portfolio or investment strategy. Neither this website nor our affiliates shall be liable for any errors or inaccuracies in the content, or for any actions taken by you in reliance thereon. You expressly agree that your use of the information within this article is at your sole risk.