How Sheraton Hotels added an AI receptionist to its existing IVR in 5 business days
Challenges
In Istanbul, Turkey, the hotel fields a constant stream of calls: reservations, restaurant and spa bookings, directions and wake-up calls, from guests in many languages. Reception couldn't keep up. Calls queued at the busiest times, after-hours enquiries went unanswered, and the team was tied to the phone instead of the guests in front of them.
Solution
No phone-system replacement. No new hardware. Zavo plugged into the hotel's existing telephony setup and added an AI receptionist that answers instantly in any language, handles bookings and FAQs, and passes complex calls to the right team. Live in five business days.
Results
Guests now reach a warm, knowledgeable voice the moment they call, day or night. The front-desk team is freed from repetitive questions to look after the guests in front of them, and not a single enquiry slips through the cracks.
We didn't have to replace our phone system. Zavo trunked our numbers and put an AI receptionist behind our existing IVR, and now every guest gets answered instantly, in their language.