Hospitality Technology Hospitality
Unloket

Unloket

AI Guest Concierge & Communication Platform

The challenge

A 24/7 AI guest concierge for hotels and short-term rentals, handling questions across SMS, WhatsApp, and web chat in both Greek and English, with a real-time staff dashboard to review, approve, or override any response.

How we built it

We deployed a 24/7 AI concierge across SMS, WhatsApp, and web chat with a two-tier knowledge base: property-specific information and enriched local data from Google Maps and TripAdvisor. Staff see every conversation on a real-time dashboard with approve/decline controls, so they stay informed without being the bottleneck. The concierge handles everything from check-in questions to local recommendations around the clock.

How the system works

The actual AI architecture we designed and shipped for Unloket.

Unloket AI system architecture diagram

Specifically, what we built

  • 24/7 guest concierge across SMS, WhatsApp, and web chat
  • Two-tier knowledge base with Google Maps and TripAdvisor enrichment
  • Real-time staff dashboard with approve/decline workflows
  • 12 V2 features: voice concierge, reminders, analytics, AI calling

The measured impact

  • Supported automation of up to 90% of guest requests
  • Supported a 90% reduction in guest response times
  • Supported 20 hours saved per staff member each week

Key result

90%

of guest requests automated

Build something like this for your business

Book a free 30-minute AI audit and we will scope exactly what is possible for your specific workflows.

Client

Unloket

Hospitality Technology

← Back to all case studies