SmartStay – AI Agent for Smart Hotel Experience
How SmartStay transformed hotel operations by replacing manual phone calls with an intelligent AI concierge that handles guest requests 24/7, integrated with OnePMS for seamless service delivery.
Key Results
Transformation Journey
From challenges to success with InCard AI solutions
The Challenge
Guest waiting times – inconsistent experience
Staff overload – difficult to control SLA
Lack of centralized data – unable to optimize operations
The Challenge
At many hotels, receptionists and operations departments must handle hundreds of requests daily (room service, repairs, dining, travel information...).
The process was mainly phone calls and scattered Zalo messages, leading to:
- Guest waiting times – inconsistent experience
- Staff overload – difficult to control SLA
- Lack of centralized data – unable to optimize operations
Guests had to remember different phone numbers, wait on hold, and repeat their requests multiple times. Staff struggled to track which requests were completed and which were pending.
The Solution: SmartStay – AI Agent as Communication Hub
SmartStay is an AI Agent & AI Chatbot solution integrated with OnePMS, serving as the single point of communication between guests and the hotel.
For Guests
- AI Agent 24/7: Ask anything about the hotel, dining, tourism, services
- Request services via conversation: "I need more towels", "AC not cooling", "Book dinner in room"
- Real-time status tracking: AI notifies when request is completed
- Quick Check-in/Check-out: Scan ID/Passport, confirm room departure
Minimal steps – minimal text – no need to know internal procedures
For Hotel (Back Office)
- AI automatically converts conversations into tickets
- Tickets are classified and routed to correct department (Housekeeping, Engineering, F&B, Front Office)
- Staff only need to: Accept task and Update status
- Dashboard helps: Track SLA, reduce missed tasks, standardize service quality
Reception and operations no longer serve as manual call center
The Solution
AI Agent 24/7: Ask anything about the hotel, dining, tourism, services
Request services via conversation: "I need more towels", "AC not cooling", "Book dinner in room"
Real-time status tracking: AI notifies when request is completed
Quick Check-in/Check-out: Scan ID/Passport, confirm room departure
The Results
70% reduction in phone calls to reception
Response time under 30 seconds for 95% of requests
Guest satisfaction increased 35% based on post-stay surveys
Staff productivity improved 40% with automated ticket routing
Results
- 70% reduction in phone calls to reception
- Response time under 30 seconds for 95% of requests
- Guest satisfaction increased 35% based on post-stay surveys
- Staff productivity improved 40% with automated ticket routing
- 100% request traceability through centralized dashboard
The hotel now has complete visibility into service delivery, with data-driven insights to continuously improve operations.