01
RETURNING GUEST · CONTINUATION
Picks up where she left off.
DM
Daniel Marchetti
MILAN, IT·OLEA CIRCLE · GOLD
AGENT
AGENT
MEMORY RECALLROOM HELD
BOOKING CONTINUED
12 BUILT-IN CAPABILITIES
Trained for hospitality. Wired for every call.
Out of the box: 700+ voices in 27 languages, smart caller recognition, full Knowledge Base resolution, theme-based escalation, and helpdesk tickets in Salesforce, Zendesk and Freshdesk. The agent ships ready and adapts to your brand the day you turn it on.
01 / VOICE LIBRARY
700+ Voices
Pick the right voice for each brand from a curated library across 27 languages.
- Warm, crisp, energetic, formal, male or female, regional accents.
- Per-hotel mapping: boutique-soft for one brand, corporate-crisp for another.
"Sophia for the spa resort, James for the corporate trunk."
02 / VOICE LIBRARY
Custom Greetings
Brand-perfect opening line the moment the line picks up.
- Per-hotel scripts plus time-of-day variants, morning, afternoon, evening.
- AI rewrites your greeting to match each caller's language and context.
"Good evening, Olea Cliffside reservations, how can I help you tonight?"
03 / VOICE LIBRARY
Behaviour & Emotions
Fine-tune speaking rhythm, warmth, energy and laughter per agent.
- Emotion controls (positivity, curiosity, surprise) blended live per turn.
- Custom system prompt per tenant: persona, tone, escalation rules, hard limits.
"Speed 0.95, positivity high, laughter on. Sounds like home."
04 / INTELLIGENCE
Language Detection
Auto-detects the caller's language and switches voice on the fly.
- Inferred from phone country code, then confirmed in the first sentence.
- Mid-call switching: caller drifts into Spanish, the voice follows in 0.3s.
"+34 caller, switched to ES voice before the first reply."
05 / INTELLIGENCE
Returning Caller Memory
Recognises every returning caller and continues from where the last call ended.
- Voice + phone match against your contact graph, memories surface in 0.5s.
- Past requests, preferences, allergies and bookings loaded before hello.
"Welcome back, Sara. Last time we discussed your Krabi stay in November."
06 / INTELLIGENCE
Travel Agent Skills
Pre-trained for hospitality, geography, OTA/TTOO context, consultative selling.
- Knows Booking.com vs Expedia behaviour, decomposes vague queries ("Spanish islands").
- Recommends, qualifies, upsells, books, with Best Price Guarantee logic baked in.
"Adult-only, wellness, beach, here are three matches across Tenerife and Lanzarote."
07 / RESOLUTION
Knowledge Base Resolution
Resolves any question from your full Knowledge Base, never escalates a fact.
- F&B, spa, policies, transport, parking, breakfast hours, cancellation rates.
- Multi-hotel scoping with citations, never invents, never improvises.
"Yes, Verde serves a vegan tasting menu, eight courses, refreshed seasonally."
08 / RESOLUTION
Parallel Availability
Queries multiple hotels in parallel with live rates and the right room types.
- Booking engine adapters: Roiback, Hotetec, Mirai, Witbooking, Neobookings, iTrip.
- Room types, board plans, loyalty rates and deep links, all in seconds.
"Sea View at €640. Cliff Suite at €820. Aphrodite Suite at €1,180."
09 / RESOLUTION
Low Latency, Smart Recovery
Sub-second turn time, graceful interruption handling, no caller ever stalls.
- Average TTFB 190ms, below the threshold where callers feel held up.
- Barge-in detection: agent pauses mid-sentence, listens, picks up the right beat.
"Caller cut in. Agent paused, listened, resumed exactly where she left off."
10 / HANDOFF
Theme-Based Routing
The right call to the right team, group bookings, modifications, complaints.
- 14 themes: cancellation, modification, MICE, weddings, complaints, accessibility.
- Branded escalation email with translated summary and conversation transcript.
"MICE for 80, routed to Events with date, headcount, AV needs."
11 / HANDOFF
Transfer & Recovery
Live transfer to a human, with a safety net if the line doesn't pick up.
- SIP REFER to your phone tree: front desk, reservations, manager on duty.
- 29s no-answer → agent recaptures the caller and offers email or SMS follow-up.
"Transferred to reservations. No answer. Caller stayed with the agent."
12 / HANDOFF
Helpdesk Integrations
Tickets land in your existing helpdesk, no copy-paste, no swivel-chair.
- Salesforce, Zendesk, Freshdesk, ServiceNow, HubSpot, connected in minutes.
- Summary, audio link, language, sentiment and theme on every ticket.
"Ticket #4827 → Freshdesk · Reservations queue · Medium priority."
Distribution & Routing
Reach your guests where they are. Route every call to the right team.
A local number in every market, smart escalation across twelve themes, seamless hand-off to the right hotel, and recovery built in for the calls that don't get picked up.
01 · Local presence
A local number for every market.
Spain dials +34. The UK dials +44. the voice agent's number adapts to the visitor's geography so every call feels native, IVR language, voice, opening hours and routing all configurable per number from your dashboard.
What the visitor seesLIVE
Geo-detected. The number on your site, the IVR voice, and the language all adapt to where the visitor is calling from.
02 · Smart routing
Twelve themes for every kind of call.
the voice agent classifies the caller's intent in real time and escalates against your rules. Each theme can route to a phone number, an email inbox, or directly to the relevant hotel, and you can add as many custom themes as your group needs.
12 escalation themesClick to inspect
Add a custom theme, your hotel group decides the rules.
Routing ruleEDITABLE
Group bookings 10+ rooms
When the caller's intent matches, the voice agent escalates automatically.
Caller
the voice agent
Reservations · Group desk
MatchCaller intent · group bookings
Try+34 91 020 0011
FallbackIf no answer in 25s · recover & email + ticket
NotifyReservations · property GM · CRM
03 · Hotel-aware
One number, every hotel reachable.
Configure a phone for each property and link the rooms-of-stay. Booking modifications, special requests and lost-and-found get routed straight to the right front desk, no menu trees, no transfers.
Hotel-aware routing6 HOTELS · 1 CALL CENTER · 1 NUMBER
+34 91 020 0000
Group hotline
O
Z
S
V
C
L
One number for the group, the voice agent reads the booking and routes the caller to the right front desk, or escalates to the human call-center team for groups, MICE and cancellations.
04 · Recovery
When the hotel can't pick up.
If the front desk doesn't answer in 25 seconds, the voice agent steps back into the call, offers an email follow-up and opens a ticket for the hotel team, no missed bookings, no lost intent.
Nothing falls throughRECOVERY FLOW
Hotel rings
no answer in 25s
Recovered by the voice agent
agent steps back in
Caller offered email
“May I email you?”
Email sent
draft + booking link
Ticket opened
for hotel team
Hotel front desk is ringing, caller is waiting.
05 · On the website
Voice on every page, however your guests prefer it.
Drop the widget on your hotel website and the voice agent becomes one click away. Standalone voice, a corner bubble, or combined with the chatbot, same agent, same memory, same routing.
ON-SITE BUBBLE · LIVE WIDGET STATES
One bubble on the page, two ways to talk.
Every Olea Hotels site gets a single discreet bubble. Visitors who want a curated proposal leave a callback; everyone else taps once and the agent picks up. Same bubble, same brand, two paths.
AUREA HOTELS · DEMO PROPERTY · LIVE PREVIEWSCRIPTED LOOP · 0s / 28s
EIGHT REAL CALLS · ONE AI CONCIERGE
A guest calls. Something happens. The agent handles it.
Returning guests, group escalations, knowledge-base questions, special requests, loyalty redemptions, and the occasional cancelled flight. Every call below is a real situation your front desk sees every week, and the AI now resolves end-to-end, with the right handoff when a human is needed.
THE CASE GALLERY
All eight, side by side.
AVG CALL · 04:04 · CONTAINMENT 87% · CSAT 4.8 / 5
02:14
02
PORTFOLIO MATCH · GREEK ISLANDS
Thirty-four hotels, narrowed to three.
MW
Marisa Whitaker
LONDON, UK·FIRST-TIME GUEST
GUEST
AGENT
PORTFOLIO 34→3ADULT-ONLY · HAMMAM
3 PROPERTIES SHORTLISTED
03
KNOWLEDGE BASE · HOTEL Q&A
Six fast answers, six sources cited.
JB
Jonas Berg
STOCKHOLM, SE·OLEA CIRCLE · SILVER
GUEST
AGENT
6 KB SOURCESAVG CONF 0.95
6 ANSWERS · BOOKING NUDGE SENT
04
SPECIAL REQUESTS · ARRIVAL & CELEBRATION
A cot, a cake, a candlelit room.
PR
Priya & Ravi Krishnan
BANGALORE, IN·OLEA CIRCLE · GOLD
GUEST
AGENT
2 TASKS · PMS SYNCVIP TURNDOWN
2 TASKS CREATED · CONFIRMED
05
GROUP BOOKING · HUMAN HANDOFF
Eighty rooms, handed to the Group team.
HR
Hannah Reyes
SINGAPORE, SG·PULSE CAPITAL · CORPORATE
GUEST
AGENT
RULE > 20 ROOMSGROUP SALES · MARCO L.
ESCALATED · CALLBACK < 2 H
06
LOYALTY · POINTS REDEMPTION
Twelve thousand points, one suite upgrade.
AT
Aiko Tanaka
TOKYO, JP·OLEA CIRCLE · PLATINUM
GUEST
AGENT
12K POINTSPLATINUM TIER
UPGRADE APPLIED
07
TRAVEL DISRUPTION · RESCUE
Flight cancelled. Stay saved.
MA
Mateo Álvarez
MADRID, ES·OLEA CIRCLE · SILVER
GUEST
AGENT
FLEX POLICYTRANSFER REBOOKED
DATES SHIFTED · ROOM HELD
08
MULTI-STAY · HONEYMOON
Santorini, then Crete, joined by speedboat.
LC
Lina & Sébastien Cole
PARIS, FR·FIRST-TIME GUESTS
GUEST
AGENT
2 LEGS · 8 NIGHTSINTER-PROPERTY BOAT
ITINERARY DRAFTED · EMAIL SENT
OLEA HOTELS · LIVE PRODUCTION SAMPLE · 7 DAY WINDOWPOWERED BY GUESTMAKER · END-TO-END ENCRYPTED
VOICE ANALYTICS
Every call, scored, learned, replayed.
Volume, outcomes, intents, knowledge gaps and live agent self-correction. The whole voice operation, in one dashboard.
It answers in under a second and takes turns the way a person does, so a caller can interrupt it mid-sentence and it stops. Voices come from Cartesia; you pick one per hotel and per language in Settings, and you hear it in the playground before it ever answers a real call.
It transfers the call to a real person over SIP, warm, with the reason and the guest context already summarised for whoever picks up. Certain topics never get an AI answer at all: a caller mentioning a lawyer, a chargeback, fraud or a safety issue is escalated on the spot.
It answers in the language the caller speaks. You declare which ones a hotel supports, and that list is the constraint: the agent will not improvise a language you have not enabled, because a voice it has no tuned model for is worse than a transfer.
It books. It reads live availability and real rates from your booking engine during the call, holds a room, and sends the confirmation link by SMS or WhatsApp before hanging up. It also modifies and cancels within the rules you set.
If the number matches a contact, yes: the reservation, the stay history, the loyalty tier and the memories from previous conversations are loaded before it speaks. An unknown number is handled as a new caller and can be promoted to a contact if they identify themselves.
Per-minute, and the cost of every call is broken out per hotel in the dashboard: model, speech-to-text, text-to-speech and telephony separately, so you can see what drives it. There is a per-contact daily spend cap that stops a single caller running up a bill.
No. Keep your existing numbers and point them at us, or take a managed number through Twilio if that is simpler. Either way you choose when the AI answers: always, out of hours, or only when the front desk does not pick up within N rings.
Every call has a recording, a transcript and an execution log showing which knowledge entries it used, which memories loaded, what it cost and how long it took. Recordings are stored in your own Supabase bucket, not ours.
Book a demo
Hear the voice agent running on your hotels.
We'll spin up the agent on a real property: your numbers, your rates, your knowledge base, your tone of voice. Bring a phone; we'll call you within thirty minutes.