AI call center · phone, app and web
Every call answered. Every call reviewed.
Your hotel number rings through to Aurelle’s concierge, day and night. It speaks the caller’s language, quotes from live prices, takes the booking and sends the payment link. Then every call is read back, scored and checked, so quality is measured, not hoped for.
- Good evening. Do you have a suite for two adults, 14 to 16 November?
- check_availability · 14–16 Nov · 2 adults · live prices from the PMS
- Yes. The 1+1 Deluxe Suite is free both nights: ₺18,000 flexible, or ₺16,200 non-refundable, breakfast included. Which would you like?
- Flexible, please. Can you text me the link?
- Done. Your reference is GH-K7QD and the payment link is on its way to the number ending 2233. Reception confirms the booking once it is paid.
- Secure payment link · GH-K7QD₺18,000.00
- 24/7
- on the hotel’s own number
- 3
- languages, following the caller
- 1–5
- quality score on every call
- 7
- facts measured on every call
What happens on a call.
It answers
The hotel number rings through over a SIP line. The concierge greets in Turkish, English or Arabic and follows the caller if they switch.
It knows the hotel
Facts, policies and knowledge come from the command center, in the hotel’s own words. A change reaches the next call within a minute.
It quotes the real price
Availability and both rates, flexible and non-refundable, come from the PMS at the moment of the call. No rate card typed by hand.
It takes the booking
When the caller chooses, it files the booking and sends a secure payment page for the full stay by text message or email. Reception confirms once it is paid.
It hands over
What it should not handle becomes a task for the right team, with a summary at the top of the chat so nobody asks the guest twice.
It knows when to stop
Limits per number and per day on texts and payment links, repeated wrong lookups stopped, and nothing promised that the hotel has not set.
At three in the morning, the line is still answered.
The AI call center
Quality, measured
A call center you can audit.
Most call centers are judged by whoever happens to listen to a recording. Aurelle reads every call.
Every call scored
A review pass reads each finished call and scores it from 1 to 5, the standard being a call a demanding hotel manager would be happy with.
Issues quoted, line by line
Each issue comes with the exact line the concierge said, and at most one concrete change to its instructions that would prevent the worst one.
Invented facts caught
If the concierge ever speaks a booking reference the hotel did not issue, the call is flagged, in all three languages, before anyone has to notice it by luck.
The numbers behind each call
Language, length, turns, interruptions, average reply time, how it ended and whether a booking was made, kept with every call.
Rehearsed before every change
Scripted caller scenarios, one for every rule and every bug ever fixed, replay against the real instructions before a change goes live.
Spend and limits in view
Calls, chats and their cost per channel in the command center, with daily caps on the website channel.
One concierge, three doors.
The hotel’s phone line
The number your guests already know, answered around the clock.
Calls and chat in the guest app
It knows who is calling, speaks the app’s language and books in the app, where the guest pays with a saved card.
Chat and calls on your website
Behind a bot check, with the phone number verified by text before a call and a daily spend cap you set.
Hear it answer your hotel’s questions.
In a walkthrough we call the concierge together and ask it what your guests ask. Then we open the review of that call.