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Penta Hotels 

Enhancing guest
interactions with KITT, the AI Receptionist

 

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About Penta Hotels

 

Penta Hotels is a global collection of stylish, design-led hotels that redefine modern hospitality with a relaxed and social atmosphere. With properties in key destinations across Europe and Asia, Penta blends contemporary comfort with a vibrant, laid-back vibe.
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Each Penta Hotel features modern, spacious rooms, an inviting Pentalounge that serves as a lively social hub, and a focus on personalized service to make every stay unique. Whether in the heart of a bustling city or a quiet retreat, Penta Hotels offer a refreshing alternative to traditional hotel experiences.

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The Setup 

Penta Hotels implemented KITT across 13 properties on December 23, 2024.

KITT, branded by Penta Hotels as “Zoe”, was designated as the first client touchpoint when a client reached out to any Google-listed Penta Hotel phone number. Each property of the brand has a redirection option to a live agent if the guest indicates they prefer to speak to a real person.

 

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Objectives

  1. Empower Staff with More Time for High-Value Tasks

  2. Streamline Non-Reservation Inquiries for Greater Efficiency

  3. Offer Seamless Multilingual Guest Support

  4. Boost Direct Bookings and Revenue



 

The Bookings

With KITT, no Penta Hotels call or query goes unanswered. Guests receive seamless booking support, including a direct link to complete their reservation in just a few clicks. This link redirects them to Penta Hotels’ booking engine, prefilled with their selected dates and number of guests—eliminating the need to re-enter details and streamlining the booking process.

21.9%

of calls end with the booking link sent by SMS

57.8%

of callers clicked on the SMS link

 

The Results

Time period: 23/12/2024 – 13/02/2025

Main Call Topics

Availability & Booking

Amenities & Services

Special Requests

 

Top Languages

German

French

English

 

5,487

calls handled by KITT over the seven week period

 

 

50% Automation Rate

Ratio of calls handled without human interaction needed

 

 

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At first, we weren’t sure how guests would react to AI as their first point of contact, but the feedback on Zoe (KITT) has been largely positive. This transition has made a huge difference in our operations. Routine questions are now answered instantly and it's had a significant impact on both our guests and our team!

 

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Nicolas Charton

Head of Reservations

Penta Hotels 

 

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