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Key takeaways
- The DialogShift Booking Agent books directly into Protel Cloud PMS, on the phone, in website chat and in WhatsApp and Instagram messages.
- If prepayment is required, Protel automatically sends a payment link or creates a trace, so hotels can sell all rates via AI.
- If a guest abandons a phone booking, they receive a recovery link via SMS or WhatsApp, and about half of all abandoned bookings are recovered this way.
- DialogShift's Phone AI runs in over 600 hotels in German-speaking countries and handles around 40,000 calls per week, with guest satisfaction averaging 93 percent.
- Data is processed exclusively on EU servers and deleted after a maximum of 90 days.
Why do guests expect AI in hotels?
"We are in the middle of the AI era. Guests no longer search; they ask," says Olga Heuser, founder and CEO of DialogShift. "A recent survey from the US shows that 33 percent of travelers are more likely to book a hotel if it uses AI tools. Guests now expect fast answers and 24/7 availability more than ever."
How does the Booking Agent book via phone and chat in Protel Cloud PMS?
The DialogShift Booking Agent guides guests through the entire booking process, whether on the phone, via website chat, or through WhatsApp and Instagram messages. The AI knows availability, categories, and rates from Protel Cloud PMS, suggests suitable rooms and prices, and collects the guest's contact details for the booking. For regulatory reasons, AI systems are not permitted to process payment data. If prepayment is required, a payment link is automatically sent from Protel, or a trace is created (depending on the hotel's Protel Cloud version) so that the payment link can be sent to the guest. This means all rates can be sold via Phone AI and chat without any restrictions for the hotel.
Hotels determine directly in DialogShift which rates and categories the AI can offer, such as only specific room types or exclusively flexible rates. If multiple categories are available, the AI presents a selection to keep the conversation short, taking into account what the guest previously asked about. For example, if a guest asks if there are rooms with a lake view, the AI agent will present exactly those categories, provided they are available, as it knows the guest is interested in them. In chat, all available rates and categories are always displayed as a carousel.
"DialogShift is an important AI partner for rebagdata. With over 40 years in the market, we understand the best-of-breed philosophy and look for partners who provide real added value for our customers," says Alexander Höfer of Rebag Data AG, Planet's exclusive distribution partner for Protel Cloud PMS in Switzerland. "Guest journey automation is a topic that has gained significant momentum in the hotel industry since the pandemic."
If a guest abandons a phone booking (for example, because an email address is difficult to dictate), they receive a recovery link via SMS or WhatsApp containing the booking details already captured, which they can use to complete the reservation. About half of all abandoned bookings are recovered this way. If a guest prefers to speak with a team member, the AI transfers them to the correct department with context and provides the staff member with a summary of the conversation so far. If no staff member is available, the AI records a callback request.
How does journey messaging based on PMS events work?
The second part of the integration is journey messaging, which enables proactive guest communication based on triggers in Protel Cloud PMS. Hotels use this to send booking confirmations, online check-in reminders (including upsells like breakfast), or spontaneous messages to all guests on-site, such as an invitation to an evening barbecue. Message templates can be created with a preview, multi-stage reminder chains can be defined, and further automations can be linked via a Make integration.
What results does Phone AI deliver in ongoing operations?
DialogShift's Phone AI is already running in over 600 hotels in German-speaking countries, handling around 40,000 phone calls per week. Guest satisfaction with these conversations averages 93 percent. For hotel information and frequently asked questions, the AI resolves the inquiry almost entirely on its own; for bookings, the resolution rate is 65 to 80 percent, and for complex requests, it is 10 to 15 percent. Hotels save 2 to 5 hours of work per week while ensuring consistent availability across all relevant channels. Additionally, they can significantly increase their direct booking rate because their hotel AI enables 24/7 bookings in any language.
What happens when a booking is abandoned or handed over to the team?
If a guest abandons a phone booking, for instance because a complicated name or email address was hard to dictate, they automatically receive a recovery link by SMS or WhatsApp. The link picks up exactly where the call left off, with everything already entered carried over.
When a guest prefers to speak with a person, or the AI can't help further, it automatically routes the conversation to the right department, reservations for a cancellation, spa for a massage booking, and so on. The team receives a summary of the conversation so far through a whisper feature and can take over seamlessly, without the guest having to repeat themselves. If no one is available, the AI takes callback requests, which then appear as a list in the live chat area.
How does DialogShift protect data and which languages does the AI speak?
The DialogShift AI platform is GDPR-compliant and meets the requirements of the EU AI Act. Data is deleted after a maximum of 90 days and processed exclusively on EU servers. For text-based communication, DialogShift supports over 100 languages, and around 30 for phone calls. If a guest calls with a Swiss or Bavarian area code, the AI recognizes the dialect and responds in standard German.
How do hotels activate the integration?
Existing customers with Protel Cloud PMS can request the Booking Agent and Journey Messaging integration directly from DialogShift. Hotels in Switzerland should contact their representative at Rebag Data AG. The Booking Agent and Journey Messaging are also available for other PMS systems.
Frequently asked questions
Which channels can the Booking Agent use to book into Protel Cloud PMS?
The DialogShift Booking Agent guides guests through the booking on the phone, in website chat and in WhatsApp and Instagram messages. It knows availability, categories and rates from Protel Cloud PMS and collects the guest's contact details for the booking.
How does the guest pay when booking via AI?
For regulatory reasons, AI systems are not permitted to process payment data. If prepayment is required, Protel automatically sends a payment link or, depending on the Protel Cloud version, creates a trace through which the guest receives the payment link. This allows hotels to sell all rates via Phone AI and chat.
What happens if a guest abandons a booking on the phone?
The guest receives a recovery link via SMS or WhatsApp with the booking details already captured and can complete the booking there. About half of all abandoned bookings are recovered this way. The article Cart Abandonment for the Phone AI explains how this works.
Which messages do hotels send with journey messaging?
Journey messaging is triggered by events in Protel Cloud PMS. Hotels use it to send booking confirmations, online check-in reminders with upsells like breakfast, or spontaneous messages to all guests on-site. The article How hotels automate the entire guest journey with Journey Messaging walks through a full guest stay.
How do hotels activate the Protel Cloud PMS integration?
Existing customers with Protel Cloud PMS request the Booking Agent and Journey Messaging integration directly from DialogShift. Hotels in Switzerland contact their representative at Rebag Data AG.
Curious to see what this looks like for your hotel?
In a brief conversation, we’ll show you what the Protel Cloud PMS integration means for your direct bookings and guest communication.
