Conversational AI for every guest journey

Turn booking questions, pre-arrival requests, on-property service, trip changes, service recovery, and loyalty moments into connected experiences with AI that understands context, takes approved action, and works alongside your teams across every channel.

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Guest context
Reservation active Early arrival Family stay Preferences carried forward Loyalty relationship
Current service moment

“We arrive early with our kids. Can we leave our bags somewhere, and can you let us know as soon as the room is ready?”

ALi prepared

Reservation context and property policy are understood. Luggage storage is available, and the approved early-arrival service path is ready for review.

Luggage storage Policy confirmed
Room-ready notification Available
Early-arrival options Ready for review
Review service path
Connected systems Reservation system · Property system · Guest profile · Loyalty · Messaging

One guest journey. Every moment of the experience

ALi carries reservation, preference, service, and interaction context across the journey so every conversation begins with what the guest has already told you.

Guest context
Reservation Preferences Loyalty relationship Service history Recent interactions
Book · Reservations
“Can I book two rooms together and make sure we have breakfast included?”
Known context
  • Party composition
  • Dates / destination
  • Rate-plan preferences
  • Existing loyalty relationship
ALi can
  • Answer approved booking questions
  • Surface eligible room / package options from connected systems
  • Preserve multi-room context
  • Prepare the next approved booking action
Move the booking forward
Prepare · Pre-arrival
“We are arriving early. What can we arrange before we get there?”
Known context
  • Reservation
  • Arrival window
  • Guest preferences
  • Property policy
ALi can
  • Explain approved pre-arrival options
  • Capture requests
  • Surface relevant property information
  • Prepare approved service actions
Reduce arrival friction
Experience · Guest Care
“The room is not what we expected. What can you do?”
Known context
  • Current reservation
  • Previous requests
  • Property policy
  • Service history
ALi can
  • Understand the issue without restarting the conversation
  • Surface approved recovery paths
  • Coordinate the next servicing step
  • Preserve context for escalation
Resolve the service moment
Return · Loyalty
“We had a great stay. Can you help me plan the next one using my preferences?”
Known context
  • Stay history
  • Preferences
  • Loyalty relationship
  • Prior service context
ALi can
  • Carry forward relevant preferences
  • Surface eligible loyalty / booking options
  • Recognize prior context
  • Prepare the next approved action
Strengthen the relationship

Turn guest conversations into completed work

ALi Workflow connects the conversation to approved property and reservation systems, moving from a stated guest need to completed work.

Powered by ALi Workflow
Guest Care
Recommended workflow

Systems

ALi Assist for every travel & hospitality team

ALi Assist works alongside reservations, guest care, service recovery, and loyalty teams in real time, surfacing guest context, signals, and the best approved next move while the human stays in control.

Travel & Hospitality Human agent
Guest

Type a reply…
Send
ALi Assist
Guest context
    Signals
      Knowledge source ALi Knowledge

      Recommended move

      Approved actions

        Know what guests are telling you

        ALi Analytics analyzes guest language across booking, arrival, service, and loyalty conversations to reveal where expectations, policy, and service delivery repeatedly diverge.

        “Is breakfast included?” “Can I check in early?” “Our room wasn’t what we expected.” “Can I change the dates?” “My points still haven’t posted.” “Can you keep our rooms close together?” “The Wi-Fi keeps dropping.” “Can you use the preferences from our last stay?”
        Booking friction
        Arrival friction
        Amenity confusion
        Service issue
        Change intent
        Loyalty friction
        Service-recovery risk
        Preference continuity
        What travel & hospitality teams should act on

        See where guest expectations, policy, service delivery, and relationship context repeatedly diverge across conversations.

        Evaluate every guest conversation at scale

        ALi QA evaluates conversations across reservations, guest care, service recovery, and loyalty, giving teams consistent visibility into policy adherence and what to coach next.

        Guest“We arrived early and I know the room may not be ready, but we have luggage and two kids. What can we do?”
        Agent“I can help with the arrival options available under the property’s policy and make sure your request stays attached to the reservation.”

        Context carried forward

        Policy / expectation clarity

        Ownership of next step

        Improvement opportunity

        State when the guest should expect the next update.

        Coaching opportunity

        Close the loop with a clear next action and timing expectation whenever the service outcome is not immediate.

        Connect the systems behind the guest experience

        A single guest request can touch reservations, property operations, loyalty, payments, service cases, and messaging. ALi keeps the conversation connected while approved actions stay grounded in the systems responsible for them.

        Guest request Early arrival + luggage + room-ready notification
        Context assembled
        • Reservation found
        • Property policy retrieved
        • Guest preference preserved
        Approved action prepared
        • Service request prepared
        • Notification enabled
        • Team handoff ready
        Systems updated
        • Property system
        • Guest profile
        • Messaging
        Reservation Property / operations Guest profile Loyalty Payments Messaging Service case
        One connected service record

        One guest. Every channel

        Chat, Messaging, Voice, and Email share the same guest context and journey state so the experience continues no matter where the conversation happens.

        Guest context
        • Reservation
        • Preferences
        • Service requests
        • Interaction history
        • Loyalty context
        Status Request in progress
        Chat

        “Guest need identified”

        Messaging

        “Reservation context confirmed”

        Voice

        “Approved servicing step completed”

        Guest context carries across channels, AI agents, and human handoffs.

        Run travel & hospitality experiences from ALi Console

        Bring Reservations, Guest Care, Service Recovery, and Loyalty together in one operating layer for knowledge, analytics, real-time assistance, workflow automation, and quality.

        Overview
        Workflow
        Assist
        Knowledge
        Analytics
        QA
        Channels
        Integrations
        Travel & Hospitality — Live Monitored
        Governed experiences
        ReservationsActive
        Guest CareActive
        Service RecoveryActive
        LoyaltyActive
        Property & booking controls
        Rate / package rulesActive
        Arrival / property policyActive
        Service recovery policyActive
        Loyalty program rulesActive
        Servicing & recovery
        Booking / change actionsActive
        Approved service optionsActive
        Escalation routingActive
        Human handoffEnabled
        Governance
        QA / evaluationActive
        Approval boundariesActive
        Five modules. One operating layer.
        ALi KnowledgeInforms
        ALi AnalyticsUnderstands
        ALi AssistGuides
        ALi WorkflowActs
        ALi QAImproves

        Measure what matters in travel & hospitality

        Measure the guest journey across booking, resolution, experience, and loyalty.

        Booking

        • Booking conversion
        • Qualified booking opportunity rate
        • Upgrade / package conversion
        • Revenue per conversation

        Resolution

        • Resolution rate
        • Containment
        • Response / handle time
        • Escalation rate

        Experience

        • Service recovery resolution
        • Repeat-contact rate
        • Quality / policy adherence
        • Time to resolution

        Loyalty

        • Repeat-stay intent
        • Loyalty engagement
        • Retention / save rate
        • Preference continuity

        Transform every moment of the guest journey

        See how Augmented Labs can help travel and hospitality teams convert booking demand, resolve guest needs, recover service moments, strengthen loyalty, and improve every conversation.

        Get a demo