The hotelier has reduced its personnel expenses for administrative tasks by 80%. Credit: McDreams.

Germany-based hotel group McDreams has implemented a guest enquiries and bookings phone system powered entirely by AI named ‘Lisa’.

Lisa, which was developed by AI software solutions firm Onsei, is capable of handling fully automated conversations regarding a range of common guest enquiries.

Go deeper with GlobalData

Data Insights

The gold standard of business intelligence.

Find out more

These include questions concerning room availability, booking information, check-in and check-out times, as well as requests for information about the local area.

For McDreams, Lisa is now reportedly handling half of routine guest phone calls entirely on its own, halving the number of calls to the front desk, reducing McDreams’ overall operational workload by a third and increasing employee satisfaction.

This has enabled the group to reduce the personnel expenses for administrative tasks by 80%, which is projected to generate €600,000 ($650,570) in savings this year.

See Also:

The technology is integrated with the property management system Like Magic, which was also recently leveraged by Schani Hotels Group.

How well do you really know your competitors?

Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.

Company Profile – free sample

Thank you!

Your download email will arrive shortly

Not ready to buy yet? Download a free sample

We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form

By GlobalData
Visit our Privacy Policy for more information about our services, how we may use, process and share your personal data, including information of your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.

The combination of Lisa and Like Magic has increased the number of McDreams’ guests following an all-digital guest journey by 50%.

McDreams operations director Ralf Bonin explained: “Lisa is not your run-of-the-mill automated phone service. She is much more like a living, breathing member of the team who can be entrusted to both communicate with and advise guests, as well as carry out tasks for them.”

Like Magic CEO Markus Feller added: “Lisa is very much a glimpse into what lies ahead for the broader hospitality sector. McDreams, like ourselves, has realised that the future of industry lies in harnessing technology that not only enhances the guest experience, but also nurtures a happy and fulfilled workforce focused on working with their empathic strengths.”