Answers in seconds, in any language
Guest questions on WhatsApp, email and webchat are answered the moment they land, from the hotel's own knowledge base, and the ones that need a person go to the team.
Group Lumen is our demo group: six hotels, each in its own brand and language.
What it does, exactly
AI replies answer guests on WhatsApp, email and webchat, at any hour and in the language they wrote in, using each hotel's knowledge base and the guest's booking. Anything that needs judgement, like a complaint or a special request, goes to the team with the whole conversation. At the published hotels the median reply time is under ten seconds.
- Channels
- WhatsApp, email and webchat
- Languages
- Any language the guest writes in
- Answers from
- The hotel's knowledge base and the guest's booking in the PMS
- Proof
- A median reply under ten seconds; nine in ten messages answered without staff at C-Hotels Andromeda
How it works
A question lands
On WhatsApp, webchat or email, at any hour.
Whisper reads what the hotel knows
The knowledge base and the guest's own booking.
It answers in their language
In the hotel's voice, or hands it to the team.
What's inside
WhatsApp, email and webchat
One assistant on every channel guests use.
Knows the booking
Answers with the guest's own dates, room and extras from the PMS.
Every language
Whatever language the guest writes in.
Handed over when it matters
Complaints and special requests go to the team with the thread.
Before and after Whisper
- A question overnight
Without AskWhisper: Waits until morning
With AskWhisper: Answered as it lands
- A guest writes in French
Without AskWhisper: A translation tab and a guess
With AskWhisper: Answered in French
- The same question again
Without AskWhisper: Typed out again
With AskWhisper: Answered from what the hotel knows
- Something that needs judgement
Without AskWhisper: Lost in the queue
With AskWhisper: Handed over with the whole thread
At a real hotel
Nine in ten replies on WhatsApp, webchat and email are written by the AI, in under ten seconds.MIX Brussels4-star wellness hotel · BrusselsRead the case
Answers in 9 seconds at Hotel Harmony and 7 at Ghent Urbanist. 4,500+ replies this year without staff.Hotel Harmony & Ghent UrbanistTwo boutique hotels · GhentRead the case
Questions hoteliers ask
See every questionWhichever language the traveller wrote in. Your team doesn't need to speak it, and you don't need a separate inbox for each market you sell to. The whole thread stays in one place, so whoever picks it up next can see everything that was said.
Yes. Routine questions get answered the moment they arrive, drawn from the details your hotel has already written down. Anything needing judgement is handed to your team with the whole conversation attached, so nobody starts from a blank screen or asks the traveller to repeat themselves.
It answers from your own property details rather than guessing. If your hotel hasn't written something down, the question goes to a person instead of getting an invented answer. That's also why the set of facts about your hotel is worth keeping current.
Yes, and that's when it matters most. Questions asked overnight are the ones that otherwise wait until morning, by which point the traveller has often booked elsewhere or asked an OTA instead. Replies go out at the same speed at three in the morning as at three in the afternoon.