AI Voice Agent

AI Voice Agent for Hospitality

An AI voice agent that handles phone calls naturally with full property context. Sales mode converts inquiries into bookings. Support mode answers guest questions instantly. Every property detail, every amenity, every policy — your AI voice agent knows it all and answers guests in natural conversation, around the clock.

Sales & Support Modes Knowledge Base Tool Calling Warm Escalation PMS Context Capacity Management

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Sales Mode: Convert Inquiries Into Bookings

AI Voice answers inquiry calls and describes your properties using rich, detailed descriptions that capture what makes each property special. It handles availability questions, qualifies leads based on their needs, and warm-transfers callers to human agents the moment they're ready to book. Every call is answered, even at 2 AM during peak season.

Rich Descriptions

AI describes properties with the detail a human agent would use.

Lead Qualification

Handles availability and qualifies prospects by stated needs.

Warm Transfer

Hands off to humans the moment the caller is ready to book.

24/7 Coverage

Every inquiry captured, peak season or 2 AM, no exceptions.

Support Mode: Instant Answers for Every Guest

Guests call with questions about check-in times, parking, WiFi passwords, amenity details, and property policies. AI Voice handles these common questions instantly with accurate, property-specific answers, freeing your staff to focus on complex issues and high-value interactions. When the AI reaches its escalation threshold, it transfers with full conversation context.

Instant Answers

Check-in times, property info, amenity details answered instantly.

Property Context

Parking, WiFi, and policy answers specific to the exact unit.

Smart Escalation

Hand-off includes full conversation context for human agents.

Lower Volume

Offloads routine calls so staff focus on complex, high-value work.

Knowledge Base & Training

Build a Q&A knowledge base that your AI agent searches during every conversation. Add entries manually, auto-extract from call transcriptions, or import directly from your unit guidebooks. Knowledge entries can be company-wide or scoped to a specific AI agent. Unit-specific entries give the AI property-level answers, so when a guest asks about a specific unit's parking situation, the AI pulls the right answer.

Live Search

Q&A base searched during every call, not trained offline.

Three Sources

Manual entries, transcription extraction, and guidebook import.

Scoped Access

Company-wide or agent-specific knowledge scoping per entry.

Unit-Level

Unit-specific entries give property-accurate answers every time.

Tool Calling & Live Data Access

AI Voice does more than recite scripts. It calls tools to look up live data during conversations. When a guest asks about their reservation, the AI fetches it in real time. When they ask about a unit's amenities, it pulls the guidebook. Six built-in tools give the AI access to unit details, reservation records, guidebook content, contact information, interaction history, and the knowledge base, all invoked automatically based on conversation context.

Reservation Lookup

Live reservation lookup by contact or confirmation code.

Unit & Guidebook

Pulls unit details and guidebook content mid-conversation.

Contact History

Contact information and interaction history on demand.

KB Search

Knowledge base search scoped by unit for precise answers.

Warm Escalation to Human Agents

When a caller needs human assistance, the AI warm-transfers seamlessly. The caller stays on the line, hearing hold music, while the AI's SIP leg disconnects and the call re-queues to your human agents. The escalation includes a context summary so your agent knows exactly what was discussed. The AI can also create notes on the contact record before escalating, documenting issues like 'Caller reported broken AC in unit 204.'

Seamless Hand-Off

Caller stays on the line through the entire transfer process.

Context Summary

Human agent gets the full summary of what was discussed.

Pre-Escalation Notes

AI writes contact notes before handing off — nothing lost.

Configurable Threshold

Escalation threshold configurable by failed-tool-call count.

PMS Context on Every Call

The moment a call connects, the AI loads full context from your PMS, including the caller's name, their active reservation, the unit they're staying in, and your company details. In sales mode, this means the AI knows if the caller is a returning guest. In support mode, it means instant answers about their specific stay without asking for a confirmation code.

Caller ID

Name and phone number lookup instantly on call connect.

Active Reservation

Dates, status, and unit pulled for the active stay on ring.

Unit Details

Address and property details loaded before the first word.

Return Guest

Returning guest recognition for genuinely personal conversation.

Hear the AI Voice Agent Live

Schedule a 15-minute demo and we'll call your phone with the AI agent so you can experience it firsthand.

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Queue Integration & Unified Routing

AI agents join your call queues alongside human agents with configurable priority. Set an AI agent at priority 1 to answer first, or at priority 3 as overflow behind your human team. The routing engine merges AI and human candidates into a single priority-sorted list, so your call flow works exactly how you design it. Toggle AI participation on or off per queue whenever you need to.

Priority Levels

Configure AI agents at priority 1 for first-answer or higher for overflow.

Unified Routing

AI and human candidates merge into a single priority-sorted list.

Per-Queue Toggle

Enable or disable AI participation per queue on demand.

Overflow Safety

AI handles peak-season overflow so no call goes unanswered.

Capacity Management

Each AI agent has a configurable concurrent call limit (default is fifty simultaneous calls) that scales as high as your organization needs. The routing engine checks available capacity before assigning a call, using atomic database reservations that prevent race conditions even under heavy load. When an AI agent reaches capacity, the router moves to the next candidate in the priority list, whether that's another AI agent or a human.

50 Concurrent

Default 50 simultaneous calls per agent, scales higher for enterprise.

Atomic Reservations

Database-level atomicity prevents double-booking under heavy load.

Auto-Fallback

Router moves to the next candidate when capacity is full.

Real-Time Tracking

Capacity metrics update live across every active AI session.

Session Tracking & Transcripts

Every AI call session is tracked from start to finish. Status progresses through active, completed, escalated, or failed, with timestamps, duration, and full conversation transcripts stored for review. Escalated sessions record the reason and the human agent who took over. Failed sessions capture the error context. Three layers of session cleanup ensure no orphaned sessions consume capacity.

Full Transcripts

Every conversation transcript stored per session for review.

Status Tracking

Active, completed, escalated, failed — every state tracked.

Escalation Audit

Escalation reason and receiving agent recorded every time.

Three-Layer Cleanup

Callback, status check, and stale sweep keep sessions clean.

AI Agent Configuration

Configure each AI agent with a name, mode (sales or support), voice selection, personality tone, custom greeting, system prompt, escalation threshold, and concurrent call limit. Default capacity starts at fifty simultaneous calls and scales to match your organization's volume. Create multiple agents with different configurations, such as a friendly sales agent for inquiry lines and a professional support agent for guest services. Activate and deactivate agents independently.

Sales or Support

Two modes with distinct conversation behaviors out of the box.

Voice & Tone

Voice selection and personality tone per agent.

Custom Prompts

Custom greeting message and system prompt for each agent.

Thresholds

Configurable escalation threshold and concurrent call limits.

Contact AI Routing Preferences

Some callers should always reach a human - property owners, VIP guests, or anyone who requests it. Mark any contact to bypass AI routing entirely, and the system will connect them directly to a live agent regardless of queue configuration. Your team controls who gets AI and who gets a person.

Per-Contact Bypass

Mark any contact to skip AI and reach a human directly.

VIP Exemption

VIP guests and property owners exempt from AI handling.

Auto-Respected

Routing engine respects preferences on every call automatically.

Full Visibility

See exactly who is opted out and why at any time.

SIP Failure Recovery

If the AI's SIP connection fails due to a network issue, service outage, or configuration error, the system detects the failure through upstream carrier status callbacks and automatically retries by routing the call to a human agent. Built-in safeguards prevent repeated retry loops. The failed session is cleaned up and capacity is freed immediately. The caller experiences a brief hold before connecting to a live agent.

Failure Detection

SIP failures detected via upstream carrier status callbacks.

Auto-Retry

Seamless retry routing to a human agent the moment failure hits.

Capacity Release

Failed session cleanup frees capacity immediately.

Caller Stays On

Caller never disconnects — brief hold, then human agent.

Usage Metering & Analytics

Every AI session records granular usage metrics for billing and optimization. Speech-to-text audio seconds, LLM prompt and completion tokens, text-to-speech characters, function call counts, and total call duration are all tracked per session. These metrics feed into your billing dashboard and help you understand AI cost per call, per agent, and per queue.

STT Audio Seconds

Speech-to-text audio seconds tracked per session for billing.

LLM Tokens

Prompt, completion, and total token counts per session.

TTS Characters

Text-to-speech character metering for voice synthesis.

Function Calls

Function call count and duration for tool usage analysis.

How It Works

From Ring to Resolution

AI Voice joins calls as a real participant, not a robotic menu. Natural conversation powered by voice activity detection and property-aware intelligence.

Guest Calls

A guest or prospect dials your number, day or night, peak season or off-season.

AI Answers in <1s

AI Voice picks up instantly with sub-second response time powered by voice activity detection.

Natural Conversation

The AI converses naturally with full property context, including amenities, availability, policies, and more.

Warm Transfer

When the caller is ready to book or needs human assistance, AI warm-transfers to your team.

<1s

Response Time

24/7

Availability

100%

Calls Answered

Replace Your After-Hours Answering Service

AI Voice handles calls 24/7 with full reservation context. No per-minute fees, no missed calls.

Schedule a Demo See Pricing

AI Voice runs on top of SendSquared's cloud phone system with call queues, IVR routing, call recording, and voicemail transcription, so AI agents and human agents share the same numbers, queues, dispositions, and reporting. The same knowledge sources that power AI Voice — including imported content from your digital guidebooks — keep call answers consistent with what guests see in their pre-arrival materials.

Frequently Asked Questions

How does an AI voice agent answer hotel calls 24/7?

An AI voice agent answers every inbound call instantly - including overnight and weekend calls - using a hospitality-trained voice model with live PMS lookups. It can describe properties, check availability, take messages, and warm-transfer to your team during business hours, so no inquiry is missed at 2 AM during peak season.

Can AI voice agents increase direct bookings for hotels?

Yes. AI voice agents convert inbound inquiry calls by describing properties in detail, qualifying leads, and warm-transferring ready-to-book callers to a human agent. Because the AI catches calls staff would otherwise miss - after hours, during turnover, when lines are busy - hotels typically recover bookings that previously went to OTAs or to voicemail.

What is AI call routing for hotels?

AI call routing uses a voice agent to triage inbound hotel calls based on the caller's intent - reservation inquiry, support question, billing, or VIP guest - then either answers directly or transfers to the right team with full context. It replaces traditional IVR menus with natural conversation, eliminating press-1-for-sales trees.

What modes does AI Voice support?

Sales mode converts inquiries into bookings with rich property descriptions. Support mode answers common guest questions instantly. Both modes use full PMS context.

How does AI Voice know about my properties?

A Q&A knowledge base is searchable during live calls. Add entries manually, extract from call transcriptions, or import directly from your unit guidebooks.

What happens when the AI can't answer a question?

The AI warm-transfers seamlessly - the caller stays on the line while the call re-queues to your human agents with a full context summary of what was discussed.

Can I exclude certain callers from AI handling?

Yes. Mark any contact to bypass AI routing entirely - property owners, VIP guests, or anyone who requests it will connect directly to a live agent.

How many calls can an AI agent handle at once?

Each AI agent defaults to fifty simultaneous calls and can scale higher for larger organizations. When capacity is full, calls route to the next agent in the priority list.

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