AI Contact Center and KOMPaaS Softphone for a Hotel Concierge Service
During major conferences and peak tourist seasons, hotel concierges experience a surge in customer requests. They handle everything from arranging transfers and excursions to booking event tickets, taxis, and restaurant tables.
To efficiently manage calls and messages across various communication channels — while also reducing telephony costs — hotels rely on well-organized corporate communication systems.
This case study explains how KOMPaaS.tech implemented such a system for one of our hospitality clients, combining an AI contact center and Softphone solution to streamline concierge operations and enhance guest service quality.
KOMPaaS’s Client Profile
Our client is a representative of a well-known hotel chain in Budapest. The hallmark of the brand is its concierge service, dedicated to fulfilling any guest request. The team consists of professional assistants who manage a large volume of daily communications with guests.
During peak periods — when many guests arrive simultaneously and requests surge across all available channels such as messengers, social media, and phone calls — the concierge staff found it difficult to efficiently track and respond to all inquiries.
The lack of a unified corporate communication system further complicated their work: information was often lost, and guests had to remind staff about pending requests. In addition, high telephony costs from long-distance and international calls became a significant issue.
The hotel needed a flexible, user-friendly, and cost-effective AI voice solution that would enable centralized management of all guest requests, along with analytics on customer needs and service performance.
Finding the Right Solution
Initially, the client considered installing a hardware-based IP PBX system but later abandoned the idea due to the high cost of equipment.
With no need to purchase PBX hardware, the ability to connect both landline and mobile phones, and access to modern additional features, the client turned their attention to cloud telephony technology and began searching for a suitable provider.
In addition to competitive call rates and the integration of multiple communication channels, one of the client’s key requirements was speech analytics — a tool to monitor staff conversations and improve service quality.
KOMPaaS.tech Cloud Telephony met all these requirements and was also 15–20% more cost-effective than other providers, leading the client to choose this solution.
KOMPaaS.tech Solution Overview
The implemented solution included the following components:
- Virtual PBX (VPBX)
- Mobile Softphone App for SIP Calls
- AI Contact Center
The Virtual PBX was deployed to organize IP telephony and manage voice communications. With this system, the client gained real-time visibility into concierge performance, detailed call tracking, and call recording for further processing via the Speech Analytics service. Smart call routing was also introduced to direct certain inquiries to specific specialists, along with a voice greeting feature and automated callback for missed calls.
Each staff member received the Softphone mobile app, enabling them to use IP telephony outside the office or while moving around the hotel. Previously, mobile call forwarding had been used for this purpose, but it often worked inconsistently and increased waiting time on the line. By switching to the Softphone app, all calls became logged in the VPBX system, improving service oversight and staff performance monitoring.
The AI Contact Center was also connected to unify and analyze inquiries from all communication channels — messengers, social networks, and phone calls. The AI-powered Speech Analytics system automatically summarizes conversation content, highlights key points, and generates reports for supervisors to review and assess service quality.
Implementation Results
The first noticeable improvement after implementing the integrated solution was a reduction in call costs. This was achieved by transitioning all customer communications to the Softphone application, which reduced telephony expenses by approximately 15%. In addition, shorter waiting times on the line led to more positive customer feedback and higher service satisfaction.
Managers began actively using the system to analyze the most common types of guest requests handled by the concierge team. This data-driven approach helped optimize customer interactions and ensure a consistently high level of service quality. Reports comparing employee conversations with approved scripts also made it possible to quickly identify and address service gaps.
Conclusion
The implementation of the AI Contact Center and Softphone solution enabled the concierge service to significantly improve key operational processes. As a result, the team achieved notable reductions in customer handling time and a marked increase in overall service efficiency.
