Travel & Hospitality

All aboard for an AI-powered experience your customers will love.

Travel & Hospitality

First-Class Service for Every Guest

SmartAction helps travel and hospitality brands deliver stellar customer experiences. Every guest inquiry — whether it’s through voice, chat, or SMS — gets prompt assistance from our AI-powered virtual agents. From making a hotel reservation to redeeming points for travel, customers get the answers they need and vendors achieve major cost savings. It’s a win-win for everybody.

ROI by the Numbers

Travel and hospitality brands are using SmartAction’s conversational self-service to improve efficiencies in customer support and deliver hyper-personalized experiences at scale.

Reduction in AHT

Savings Per Call

CSAT on par with live agents

Proven Use Cases for Travel


Intelligent Front Door

Don’t keep guests waiting; answer every inquiry with a personalized greeting and a “How can I help you today?” to discover customer intent.


  • Capture customer intent in natural language
  • Authenticate caller via APIs to your CRM or other system of record
  • Route caller to appropriate agent or contain through self-service


Whether it’s a spur of the moment getaway or a trip planned months ahead, make it easy for travelers to book a new reservation or make changes through conversational AI self-service.

Your customers can:

  • Book a new reservation
  • Change a reservation
  • Cancel a reservation
  • Stay up to date with SMS alerts

Rewards & Promotion Management

Drive more revenue with an intelligent virtual agent that helps travelers manage their rewards and alerts them to special deals and reward program offers.


  • Check point balance and rewards status
  • Purchase additional points
  • Send outbound reminders on points expiration
  • Apply rewards to reservations
  • Activate a new rewards membership

Account Services

Help travelers keep their account or profile information up to date, whenever and wherever they may be.


  • Update account information like address
  • Add additional members to your account
  • Reset password or change login details
  • Start or stop travel alerts

Inbound Payments & Billing

Enable customers to stay on top of their bills with an intelligent virtual agent that helps process payments through voice or chat.


  • Answer common billing inquiries
  • Process payments through PCI-compliant protocols
  • Proactively send reminders of upcoming or overdue payments
  • Arrange payment terms or grant bill payment extension

Travel Notifications

Keep travelers in the know about upcoming travel plans, changes in their itinerary, and other relevant information through voice or SMS channels.


  • Proactively send reminders for upcoming trips and scheduled reservations
  • Confirm reservation details for new bookings, changes, and cancellations through email, SMS, or both

Why Consider Conversational AI for Travel and Hospitality?

Enhance the Travel Experience Icon

Enhance the Travel Experience

Like a personal concierge service, SmartAction’s virtual agents are ready to assist travelers 24 hours a day, 365 days a year with responsive and personalized support.

Help Customers Help Themselves Icon

Help Customers Help Themselves

Customers want immediate access to information and fast resolution. Empower them to resolve common issues with self-service that is simple and intuitive to use.

Optimize the Booking Process Icon

Optimize the Booking Process

Let our virtual agents handle routine tasks like gathering all the information needed to book a new reservation, so your staff can focus on more engaging interactions.

Virtual Agents Powered by SmartAction

Advanced NLU Technology Icon

Advanced NLU Technology

Since speech recognition technology is never 100% right, SmartAction tailors its AI to match every response to the closest expected answer for the highest accuracy rate in travel.

Dedicated CX Team Icon

Dedicated CX Team

Our team of CX experts manage your conversational AI solution in its entirety, from the design, build, to the ongoing operation of your virtual agent.

Conversational Interface Icon

Conversational Interface

Intelligent virtual assistant (IVA) helps customers resolve issues conversationally — there’s no need to navigate through complex phone menus or install new technology apps.

Omnichannel Experience Icon

Omnichannel Experience

Our virtual agents engage customers wherever they are, and maintain context of the conversation when switching across voice, chat, and SMS channels.

Data Science Services Icon

Data Science Services

We provide custom reporting with data-driven insights to measure call performance, improve the conversational experience, and ascertain ROI.

System Integrations Icon

System Integrations

SmartAction integrates with your CRM, payment gateway, and existing contact center infrastructure to provide your customers with end-to-end support.

Live Reservations Demo from Frost & Sullivan East

See how virtual agent handles the complex multi-turn interaction of making a new reservation in the wild. The caller then calls back in to change the check-out date and room type with ease.

From Skeptic to Believer: Why Choice Hotels Adopts SmartAction\’s Virtual Agents for Voice

Learn how Royal Caribbean reduced Agent Handle Time by 54% with AI-Powered Virtual Agents

Major Casino Operator Eliminates Hold Times


Stephanie Lemar

Manager Customer Engagement & Support, Choice Hotels

“Integrating SmartAction with our contact center solution was quick and seamless. I was blown away by their responsiveness.” 

Discover SmartAction Resources for Travel & Hospitality

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#1 Rated AI-Powered Virtual Agents for Contact Centers

5 Star Reviews

Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.

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