Our Story
The Industry Challenge
At the heart of every great hotel lies a commitment to exceptional service. While the fundamental principles of exceptional service remain unchanged, the ways guests interact with hotels have transformed dramatically. Today's travelers expect personalized experiences, but due to the high demands, hotels struggle to personalize service consistently at scale which leads to decreased customer satisfaction and missed revenue opportunities. A solution to fix this is both desirable from the business as well as from the guest's perspective so it can unlock exceptional growth opportunity both in terms of revenue and brand value. It's rare to have an opportunity where both parties' incentives are so aligned and the return on fixing it is exceptionally high.
Background
Through years of hands-on experience across various hospitality roles, we've witnessed countless examples of staff going above and beyond to create memorable guest experiences. Yet despite this dedication, we observed a consistent challenge: even the most passionate hoteliers were being held back by fragmented systems and difficulty to access guest data. The desire to provide personalized, anticipatory service was there — what was missing was the right technology to make it consistently possible.
This realization led to a pivotal decision in our development approach. Rather than creating another standalone system, we focused on building a flexible infrastructure that could unite existing hotel technologies. The goal was to enable properties to leverage their current technology investments while adding the intelligence layer needed for modern guest service.
Through years of research and development, several key insights emerged that fundamentally shaped our technology:
First, we discovered that hotels were losing valuable guest data at every touchpoint because their systems weren't designed to capture and utilize pre-stay, in-house and post-stay interactions. This wasn't just a technology problem — it was directly impacting service quality and revenue potential.
Second, we realized that traditional coding approaches to automation were too rigid for the dynamic nature of hospitality. This led to our decision to build our solution around natural language processing, allowing hotels to create and modify their workflows without technical expertise.
Third, we discovered that personalization isn't just about having data — it's about having the right data available at the right moment. This insight drove our focus on real-time data accessibility for front-line staff.
The Development Approach
Since 2021, we've taken a methodical approach to developing AI-powered solutions for hospitality. Rather than rushing to market with a flashy but superficial product, we invested time in understanding the deep structural challenges hotels face in implementing new technology.
Our development philosophy centers on three core principles:
- Technology should enhance rather than replace human interaction
- Solutions must be adaptable to each property's unique needs
- Implementation should require no disruption to existing operations
The result is the Interaction Manager — a system that serves as the foundation for AI-powered personalization while remaining flexible enough to evolve with each property's needs. It's designed to capture valuable data points throughout the guest journey and make them actionable for staff at critical service moments.
Looking Forward
The future of hospitality lies in finding the perfect balance between personalized service and operational efficiency. The Interaction Manager provides this foundation by enabling hotels to harness the power of AI while maintaining the personal touch that makes hospitality special.
We believe that the next evolution in hospitality technology isn't about replacing human interaction — it's about empowering staff with the insights they need to provide exceptional service consistently and efficiently. As we continue to develop and refine our solution, we remain committed to our original vision: helping hotels deliver personalized experiences at scale while driving revenue growth and operational efficiency.
The challenges facing the hospitality industry are complex, but they're not too great to be overcome. With the right approach to technology implementation and a deep understanding of operational realities, hotels can transform their guest service capabilities while preserving the personal touch that makes hospitality unique.