Transforming Resort Package Sales Automation for Iliada.pl
Challenge
Iliada.pl, a leader in CRM solutions for hospitality, operates in a highly complex space: automating sales for leisure resorts. Resorts face unique hurdles distinguished from urban properties due to their broad, multi-element offerings. The range encompasses not only accommodation but also various room types, diverse meal plans, SPA treatments, wellness activities, recreation facilities, and add-ons like transfers or excursions. This complexity stretches booking processes, raises demands on sales teams, and limits the ability to deliver seamless, personalized guest service, particularly outside business hours.
Our approach
To tackle these challenges, DS STREAM engineered a comprehensive, data-driven automation solution leveraging cutting-edge conversational AI. The centerpiece is a Voice Bot powered by generative AI (GenAI), purpose-built for selling resort experiences, not just stays.
Key technological pillars include:
- Large Language Models (LLM): Deep understanding of guest queries and context-sensitive responses.
- ElevenLabs: Natural, multilingual speech synthesis (31+ languages) for world-class guest communication.
- Native PMS Integration: Direct link to Iliada.pl’s property management system, ensuring real-time pricing, availability, and packages.
- Omnichannel Presence: Service via phone, web chat, and soon WhatsApp, guaranteeing true 24/7 accessibility.
The architecture follows enterprise-grade principles: speech-to-text conversion, intent detection, secure API connectivity, natural speech generation, interruption tolerance, language auto-detection, and robust GDPR/SOC 2 security compliance.
The outcome
DS STREAM’s solution is the first specialized voice agent for European resort sales, standing out with:
- Full package specialization: Beyond stays, the system presents dynamic and personalized offers tailored to health and leisure preferences.
- Intelligent upselling: Contextual recommendations for SPA, wellness, or excursions based on guest profiles.
- Seasonality & promotion support: Real-time adjustments to match business needs and guest interests.
- Scalability: Deep PMS integration ensures the solution flexes easily as business needs evolve.
Business Impact
The new conversational agent delivers immediate, tangible benefits:
- Flawless speech and natural responses unmatched guest experience round-the-clock
- Instant handling of multiple, simultaneous booking inquiries
- Major reduction in frontline staff workload for routine tasks
- Elimination of bottlenecks: instant responses with zero wait times
Early success metrics to be tracked (pilot at Terma Słowacki Resort, Busko-Zdrój):
- Conversation-to-conversion rate
- Average handling time for leads/bookings
- Customer Satisfaction Score (CSAT) for AI interactions
- Sales/call center operational cost reduction
- Growth in bookings outside standard hours
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