AI Voice Agent for In-Room Dining and Guest Requests
Background
Marriott International, one of the world’s leading hospitality companies, operates over 8,800 properties worldwide. An AI audit revealed inefficiencies in its in-room dining operations, which relied heavily on manual call handling by hotel staff.
Challenge
Each hotel required an average of 5 full-time staff to manage phone orders, with a 23% error rate caused by miscommunication and inconsistent execution. This strained operations, drove up costs, and reduced guest satisfaction. Missed upsell opportunities also limited revenue growth.
Solution
We designed and deployed an AI-powered voice agent to automate in-room dining and guest service requests. The system integrated with Marriott’s property management and F&B order systems, enabling real-time tracking, automated ticketing, and AI-driven upsell recommendations. A full onboarding program and stakeholder training supported rapid rollout.
Technologies
Conversational AI, natural language processing, property management system integration, automated task routing, AI-driven recommendation engine, live reporting dashboards.
Impact
Staffing reduced from 5 to 1 per hotel across 500 properties, generating $72m in annual savings.
Error rate cut from 23% to 7%, boosting accuracy and reliability.
Upsell revenue increased by 32% through intelligent prompts.
Guest NPS improved by 13%, reflecting faster and more consistent service.
Background
Marriott International, one of the world’s leading hospitality companies, operates over 8,800 properties worldwide. An AI audit revealed inefficiencies in its in-room dining operations, which relied heavily on manual call handling by hotel staff.
SERVICES
The AI Studio
Intersect AI exists to cut through the noise and make AI actually work for your business.
We don’t do endless strategy decks. We build. Fast. Embedded in your team. Focused on outcomes. From first idea to live integration, we deliver AI tools that create measurable impact without the drag of traditional timelines.
Discover
We start by uncovering the highest-value opportunities where AI can transform your business. Through deep analysis of your operations, data flows, and strategic objectives, we pinpoint the leverage points where AI delivers the greatest upside: higher revenue, sharper accuracy, stronger productivity, and lower costs. At this stage, we provide a clear roadmap and technical blueprint that sets the foundation for scalable execution.
Develop
With clarity on where AI will create the most impact, our world-class development team builds tailored solutions using enterprise-grade technologies. Every pilot is designed with robust data governance, security, and performance at its core. By the end of this phase, you don’t just have a proof of concept—you have a pilot that works reliably in the real world and is ready to scale.
Deploy
True transformation comes when AI becomes embedded into your organisation. We train and empower your teams to get the most from what we’ve built while remaining closely involved through cycles of testing, learning, and refinement. This ensures you unlock the full value of your investment, achieve measurable results, and sustain competitive advantage over time.