AI Voice Bot for Resort Sales: Automating Package Bookings for Iliada.pl
DS Stream built an AI voice bot for resort sales for Iliada.pl, a leader in CRM solutions for hospitality. Resorts sell complex packages of rooms, meal plans, SPA and excursions, which slows booking. The GenAI voice agent, linked to the property management system, answers guests 24/7 and handles many inquiries at once.
Key takeaways
- DS Stream describes the solution as the first specialized voice agent for European resort sales.
- The agent handles multiple simultaneous booking inquiries instantly, with zero wait times.
- Frontline staff workload for routine tasks drops significantly.
- Guests get personalized package offers and contextual upselling of SPA, wellness and excursions.
- A pilot at Terma Słowacki Resort in Busko-Zdrój sets the metrics for early success, from conversion to after-hours bookings.
Why is resort package sales hard to automate?
Leisure resorts sell far more than a room. Each offer combines room types, meal plans, SPA treatments, wellness activities, recreation facilities and add-ons such as transfers or excursions. For Iliada.pl, this complexity stretched booking processes, raised demands on sales teams and limited seamless, personalized guest service, especially outside business hours.
How resorts differ from urban properties
An urban hotel mostly sells a stay. A resort sells a multi-element experience, so every inquiry can involve many options:
- Accommodation and different room types
- Diverse meal plans
- SPA treatments and wellness activities
- Recreation facilities
- Add-ons like transfers or excursions
What did DS Stream build for Iliada.pl?
DS Stream engineered a data-driven automation solution centered on a Voice Bot powered by generative AI. It is purpose-built to sell resort experiences, not just stays. The bot understands guest queries with large language models, speaks through ElevenLabs and reads real-time pricing, availability and packages from Iliada.pl's property management system.
Technology pillars
- Large Language Models (LLM): deep understanding of guest queries and context-sensitive responses.
- ElevenLabs: natural, multilingual speech synthesis in 31+ languages.
- Native PMS integration: a direct link to the property management system for live prices, availability and packages.
- Omnichannel presence: phone and web chat, with WhatsApp coming soon.
What the voice agent does in sales
- Full package specialization: dynamic, personalized offers tailored to health and leisure preferences.
- Intelligent upselling: contextual SPA, wellness or excursion recommendations based on guest profiles.
- Seasonality and promotion support: real-time adjustments to business needs and guest interests.
- Scalability: deep PMS integration lets the solution flex as business needs evolve.
How is the voice agent architecture built?
The architecture follows enterprise-grade principles. Each guest conversation passes through a chain of components:
- Speech-to-text conversion (ASR) turns the guest's words into text.
- Intent detection identifies what the guest wants.
- Secure API connectivity pulls data from the property management system.
- Natural speech generation delivers the answer in a human-sounding voice.
The design also covers interruption tolerance, so guests can cut in mid-sentence, and language auto-detection. Security compliance follows GDPR and SOC 2.
Technologies used: LLMs, ElevenLabs, ASR, VAD, API, GDPR, SOC 2.
Services: Generative AI, Data Science, Machine Learning. Learn more about our conversational AI design work.
What changes for resort sales teams?
The conversational agent responds instantly and handles several booking inquiries at the same time. Guests get fluent, natural answers round the clock. Frontline staff spend much less time on routine tasks, and booking bottlenecks are removed. A pilot at Terma Słowacki Resort in Busko-Zdrój defines how early success will be measured.
Early success metrics tracked in the pilot
- Conversation-to-conversion rate
- Average handling time for leads and bookings
- Customer Satisfaction Score (CSAT) for AI interactions
- Sales and call center operational cost reduction
- Growth in bookings outside standard hours
The source lists these as metrics to be tracked. It does not yet publish values for them.
FAQ about the Iliada.pl voice agent
Which channels does the Iliada.pl voice agent cover?
The AI voice agent serves guests by phone and through web chat. WhatsApp support is planned next. Together, these channels give resorts true 24/7 accessibility, so guests can ask about packages and book outside the sales team's working hours.
Can the AI voice agent talk to foreign guests?
Yes. Speech synthesis runs on ElevenLabs, which provides natural, multilingual voices in 31+ languages. The architecture also includes language auto-detection, so the agent can recognize which language a guest speaks and respond in it.
Does the voice agent follow seasonal offers and promotions?
Yes. The system supports seasonality and promotions with real-time adjustments to business needs and guest interests. Because it is natively integrated with the property management system, it always works from current pricing, availability and packages.
Related services and case studies
- VoIP AI AgentsThe voice agent solution behind this resort sales case.
- Conversational AI & VoIP AgentsHow we combine conversational AI with phone channels for customer service and sales.
- Generative AI for Customer Experience SupportGenAI use cases that improve guest and customer service, like 24/7 booking support.
- E-commerceOur work for e-commerce businesses, the industry this case study belongs to.
- Data Migration to Google Cloud BigQuery for an E-commerce LeaderAnother e-commerce case study, focused on data platform migration.
- All case studiesBrowse more projects delivered by DS Stream across industries.
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