WHITE PAPER

Reimagining Hospitality Sales with AI Voice Agents

5-MINUTE READ | APRIL 2025

WRITTEN BY

Diana Ghabuzyan

Business Analyst (Hospitality)

Tigran Manvelyan

CTO MiceDesk (Advisory)

In brief

AI Voice Agents are more than automation —they represent a radical shift in how hospitality teams engage with guests, manage bookings, and drive revenue.

Missed inquiries cost hotels millions annually. 34% of bookings can now be handled by AI, reducing abandonment and boosting conversion.

AI + human agents = a new hospitality model. Centralizing guest data enables hyper-personalized, faster, and more profitable interactions.

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By the numbers

Across the hospitality sector, operators are moving from patchwork automation to fully integrated AI-driven systems. Voice remains a powerful sales channel—when enhanced with intelligence.

Our research highlights:

$6.2T

projected global hospitality market by 2028.

70%

of travelers prefer OTAs—yet hotels lose valuable customer data when bookings aren’t direct

34%

of hotel calls can be fully handled by AI agents today, freeing up staff time and reducing costs.

The challenge

Hotels still rely on outdated, manual call centers. Legacy PMS systems slow down service, increase errors, and frustrate guests. Most hotels can't offer personalized service or upsell in real-time.

Barriers to revenue growth:

Fragmented systems with no real-time data access

High call abandonment rates during peak seasons

Manual processes that delay bookings and reduce upsell potential

Why now is the time to act

Unprecedented speed

Voice AI has evolved faster than any previous hotel tech shift—from IVR to real-time agents.

Transformational potential

AI is no longer just a chatbot—it’s a booking assistant, a revenue generator, and a guest concierge.

Long-term resilience

Hotels that integrate AI into operations today will be ready for the next wave of digital transformation tomorrow.

How to accelerate your hotel’s sales transformation

In the next 3 months

Run a “Voice AI readiness” audit to identify call center inefficiencies.

Engage hotel staff to discuss how AI can support—not replace—them.

In the next 12 months

Launch AI-powered booking pilots with direct PMS integration.

Embed AI assistants that support upselling and personalized guest offers.

By year two

Scale a centralized AI dashboard that unifies PMS, CRM, and POS data.

Redefine success by measuring human + AI outcomes, not just headcount.

Where more work is needed

Hospitality’s core operating model must shift. Traditional transformation approaches no longer work. To unlock AI’s full potential, hotels must build:

Real-time AI voice agents

Centralized data processing units (CDPU)

Unified interfaces for human-in-the-loop collaboration

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