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While guests today expect personalized, instant communication, hotels face growing challenges: staff shortages, rising operating costs, and the pressure to generate more revenue at the same time. The solution is not more staff, but intelligent automation that doesn’t replace people, but supports them optimally.
With Journey Messaging AI, DialogShift now offers a comprehensive end-to-end solution for AI-based guest communication. Hotels can now proactively send the perfect message at the right time – fully automated.
Journey Messaging AI works with revolutionary flow-based campaigns that are unique in the hotel market. These intelligent workflows consist of series of time-delayed actions automatically triggered by events in the guest journey. From the first booking confirmation to post-stay communication, every touchpoint becomes a strategic revenue opportunity.
The flows are highly configurable. Hotels can define their own events, adjust time intervals, and combine different actions – from simple messages to complex workflow automations via Make.com and Zapier. This seamless automation continues from the booking confirmation throughout the entire stay and doesn’t end at check-out. Post-stay flows ensure professional feedback collection and long-term guest loyalty through personalized offers for future stays.
With over 2 billion users in 180+ countries, WhatsApp is the preferred communication channel for international travelers. Journey Messaging AI takes full advantage of this reach: WhatsApp campaigns achieve conversion rates 5–9x higher than traditional email marketing, with open rates above 90%.
WhatsApp’s multimedia capabilities open up completely new possibilities for hotels. Instead of text-heavy emails, hotels can now use images of their suites or videos of their spa areas. This type of communication creates emotional connections and has been proven to increase spend per stay by 20%.
Journey Messaging AI is part of DialogShift’s all-in-one hotel AI – an intelligent AI hub that unites all communication channels under one roof. A unique architecture enables seamless transitions between chat, email, and phone while the same AI persona consistently maintains the hotel’s tone of voice. No more fragmented solutions or complicated data management – one AI and one AI database for the entire guest communication.
A practical example illustrates the power of this connected solution: A guest calls to book a room. The phone AI takes the request and automatically sends a personalized WhatsApp link with available options. If the guest has questions about the offer, the same AI – with the same knowledge – is available for follow-up. Everything is interconnected and runs from a single tool. The unified inbox consolidates all communication channels – WhatsApp, social media, email, phone – enabling teams to work more efficiently while delivering more personalized service.
The secret behind DialogShift’s exceptional automation rate of over 95% lies in its AI infrastructure and intelligent AI knowledge base. This digital knowledge database not only captures facts about the hotel but also learns the brand voice and communication style. The result: an AI that knows your hotel as well as your most experienced staff member and consistently responds in your brand’s language.
The AI knowledge base is continuously fed with information from various sources: website content, PDF documents, PMS data, and even historical communication. The system updates automatically every 24 hours, ensuring the AI is always up to date – from seasonal opening hours to current special offers.
Journey Messaging AI is only available with PMS integration, as this is the only way to guarantee full event-based functionality. The seamless connection to leading property management systems enables the AI to respond in real time to booking changes, check-ins, revenue, and other relevant events. The launch will begin in September 2025 with integrations for MEWS and apaleo. Numerous other PMS systems will follow by the end of 2025.
As an established market leader with over 6 years of AI experience and more than 3,000 successfully implemented AI installations in hotels, DialogShift brings the expertise needed for complex hotel AI projects. The GDPR-compliant solution supports over 109 languages and offers German-language support from a team of specialists.
DialogShift customers benefit from the continuous advancement of AI technology and direct access to innovations like Journey Messaging AI. The proven onboarding methodology and the comprehensive training of the AI knowledge base ensure a smooth start into the world of AI-based guest communication.
Journey Messaging AI represents the evolution of hotel communication: from reactive to proactive, from fragmented to integrated, from manual to fully automated. Hotels that embrace this transformation now are optimally preparing for the future of an AI-driven hospitality industry.
