Talkdesk Hospitality Experience Cloud™ is a purpose-built, AI-powered customer experience platform tailored to the hospitality industry. Designed to help hotels and resorts elevate guest satisfaction, this solution connects service desks, systems, and communication channels to deliver fast, personalized service from check-in to checkout.
Note: Setup and enablement of the Hospitality Experience Cloud are managed by Talkdesk. Please contact us if you are interested in implementing this product.
Main Capabilities
Guest Lookup & Profiles
Hospitality Experience Cloud integrates with guest profiles to quickly identify guests based on phone number, app login, email, or reservation details. Profiles store essential information such as bookings, contact info, preferences, loyalty tiers, and medical notes, ensuring agents and VAs deliver highly personalized service.
Booking Management
Guests can retrieve booking details through virtual agents using confirmation number, name, room number, email, or dates of stay. The system pulls full booking information, including associated guests, room type, stay status, and special requests, with integration to hotel systems like Amadeus for accuracy and consistency.
Room Service & Housekeeping Requests
Guests can submit room service and housekeeping requests via text channels with support from virtual agents. Common requests include towels, toiletries, pillow preferences, or maintenance issues.
Bellhop Requests
Guests can use automated channels to request bellhop services. The virtual agent guides the guest through the request process, submits it to the hotel’s service management system, and returns a confirmation. Requests can be escalated to a live agent if needed.
For more information, please reach out to your account team. Please note that this feature is currently in Early Access and may not be available for all accounts.