AI that knows the guest

A guest messages at 2am. It's handled instantly.

Supporting paragraph: DuveAI answers automatically in the guest’s own language, tailored to each guest, without adding headcount. It escalates to your team the moment it isn’t confident, so guests still get a person when it matters.

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Business Impact

28 sec

average response time, down from 49 minutes before DuveAI

85 %

of guest conversations covered by AI

100 +

languages, detected automatically from the guest's own message

How it runs

You decide how much DuveAI answers.

Start with DuveAI suggesting replies for your team to send, then let it answer directly once you trust it. Exception Rules keep VIPs, specific topics or other segments on human review even after you switch.

Auto Answer replies directly, day and night
Suggestion Mode drafts, your team sends
Smart Prioritization to make sure most urgent matters are taken care off

Response time

Answered before anyone notices they asked.

Repetitive questions are answered the moment they arrive, automatically, in any language and at any hour. Every reply passes strict validation guardrails before it goes out, so DuveAI never guesses. If it cannot answer from your approved content, it escalates to a human.

5 min

average response time with manual answers included

Read how Sofitel did it

What it draws on

Turn guest insights into better answers

DuveAI brings together five layers of intelligence in every reply: the guest’s live profile, real-time upsell availability and rates, your hotel’s knowledge, tone and language, and reliability checks. Together, they shape answers and recommendations around each guest.

Understand the guest: Uses their profile, preferences and stay details to make every answer relevant.
Recommend the right extras: Matches guest needs with live availability and pricing to proactively suggest useful upsells.
Reply with confidence: Draws on your hotel’s content, speaks in your voice and the guest’s language, and checks each response before sending.

Escalation

Three agents, pre-booking through post-stay.

DuveAI brings together three specialized agents. The Booking Agent helps guests find the right hotel, timing and shares direct booking links, so questions that would have gone cold become completed bookings. The Concierge Agent carries the whole stay. The Operations Agent turns a request automatically into a task for the right team and tells the guest when it is done.

"Duve is a strong step toward the hotel of the future. It has played a key role in our digital transformation, without it we would have needed multiple tools to achieve the same result."

Jesper van Raaij Head of Digital, Conscious Hotels

The result

Every message answered, in every language, at every hour.

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Beat1

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Tracey CTO

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100%

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Beat4

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Increase guest satisfaction Increase guest satisfaction
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Behind the desk

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One night on the desk

Answered in the guest's language while the desk was empty.

Urgency and sentiment read before anyone opens the thread.

The team starts with the one message that needed them.

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Better guest experience. Better for your hotel.

The night shift gets quieter

Repetitive questions resolve themselves at 2am, so nobody starts the morning with a backlog and an unhappy guest.

Revenue in the conversation

Offers surface automatically when a guest's own question makes them relevant, so ancillary revenue arrives without a campaign.

Pressure off your team

The repeats are handled automatically, which frees your people for the high-value interactions only humans can support.

"Duve is a strong step toward the hotel of the future. It has played a key role in our digital transformation, without it we would have needed multiple tools to achieve the same result."

Jesper van Raaij

Head of Digital

Conscious Hotels

The hotel of the future

"Duve is a strong step toward the hotel of the future. It has played a key role in our digital transformation, without it we would have needed multiple tools to achieve the same result."

Jesper van Raaij

Head of Digital, Conscious Hotels

Moved to Guest Communication

"By leveraging their communication and upselling capabilities, we're able to deliver personalized offers at the ideal time for our guests, resulting in a consistent and substantial revenue increase."

Tracey Carter Knox

Director of Revenue, Sofitel Sydney Darling Harbour

Automated, on brand

"DuveAI has transformed guest communications at Edgar Suites."

Claire Vatin

Responsible for Guest Satisfaction, Edgar Suites

Give your front desk its evenings back.

See the full flow in a 20-minute demo, built on your brand.

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Frequently asked questions

It escalates to a staff member in the Communication Hub with full context: what the guest asked, what DuveAI attempted, and the guest's reservation details. It does not fill gaps with invented information. You choose whether the guest sees a message like "I've looped in our team" or whether the handoff happens silently.

No. Most properties start in Suggestion Mode, where DuveAI drafts a reply and a staff member reviews and sends it, then move to Auto Answer Mode once they trust how it handles their most common questions. Test Mode lets you trial AI replies on a limited set of reservations first.

Yes. Exception Rules route specific guest segments back to Suggestion Mode while everyone else is answered automatically, so VIPs, long-stay guests or a particular booking source can stay with a person.

No. DuveAI has zero access to nightly rate, total price, payment status, payment method or package inclusions. Any question about billing or rate is escalated to staff automatically. It also cannot modify reservations, change room assignments or process payments.

100+, detected automatically from the guest's message. DuveAI replies in the guest's language even when your property's content was written in a completely different one. A Japanese guest asking a question at a French hotel gets an answer in Japanese.

AI Process Automation, currently in beta, connects a guest request straight to the system that fulfils it: an in-room dining order pushed to your POS, a service request routed into your task management platform. That removes the manual step between the conversation and the work.

WhatsApp, SMS, email, in-app chat, and OTA messaging from Booking.com, Expedia and Airbnb, depending on your PMS or channel manager integration, from pre-booking through post-stay.

At Sofitel Sydney Darling Harbour, DuveAI cut average response time from 49 minutes to 28 seconds and now handles 67% of messages automatically. Edgar Suites automates 80% of guest inquiries across a reception-free apart-hotel portfolio.