In today's modern hospitality industry - where e-commerce trends are rapidly shaping guest interactions and booking behaviors - customer relationship management is of paramount importance, especially within the leisure resort segment. A key player in this evolving landscape is Iliada.pl, whose CRM solutions drive sales efficiency, enable personalized service, and ensure comprehensive guest care for hotels and leisure resorts by applying standards commonly seen in leading e-commerce platforms. Their overarching goal is to empower hospitality establishments to forge lasting, high-value relationships with their clients by integrating cutting-edge technologies into everyday operations. With these aims in mind, DS STREAM was pleased to develop an innovative, data-driven solution for Iliada.pl - tailored to meet the most critical challenges of sales automation for leisure resorts in today’s e-commerce-driven world.
Business challenge: automating sales in resorts
Automating sales processes in the leisure resort sector presents a distinctive challenge, setting it apart from standard urban properties. Resorts operate with complex packages that include not only accommodation, but also:
- Various room categories (Standard, Deluxe, Suites)
- Diverse meal options (breakfast, half board, all-inclusive)
- SPA and wellness treatments, including massages, balneotherapy, hydrotherapy
- Recreational attractions such as pools, saunas, and gyms
- Additional services: transfers, animation, excursions
Such diversity significantly prolongs the booking process and places high demands on sales staff when it comes to presenting offerings and servicing clients. Resorts require solutions that enable them to offer integrated, multi-element services efficiently, in a personalized and guest-friendly manner, even outside standard business hours.
DS STREAM’s innovative solution
Advanced voice bot based on GenAI
DS STREAM designed and implemented a ground-breaking solution, a Voice Bot powered by generative artificial intelligence (GenAI), custom-tailored for the comprehensive sale of resort services. The core technologies include:
- Large Language Models (LLM): Providing intelligent processing of customer inquiries, contextual analysis, and personalized responses.
- ElevenLabs: Delivering natural, multilingual voice synthesis (supporting 31 languages), addressing the growing demand for international guest service.
- Native integration with Iliada.pl PMS: Direct, real-time access to up-to-date availability, pricing, and package data.
- Omnichannel: Service via phone, web chat, and ultimately WhatsApp, guaranteeing 24/7 availability.
Technological foundation
The architecture is built on an advanced data and voice processing pipeline:
- Speech Recognition (STT): Converts customer queries into text.
- Semantic Analysis (LLM): Interprets intents and client expectations, accommodating the complexity of resort offerings.
- API Integrations: Retrieves real-time information about availability, promotions, and packages from Iliada.pl PMS.
- Speech Synthesis (TTS, ElevenLabs): Produces responses in a naturally sounding voice.
- Voice Activity Detection (VAD): Ensures smooth conversation, including support for interruptions as needed.
- Interruption Handling: Allows customers to flexibly ask additional questions or change topics at any time.
- Multilingualism: Automatically detects the conversation’s language.
- Security: Full GDPR and SOC II compliance.
Uniqueness and added value of the solution
DS STREAM introduced to the European market the very first voice agent dedicated to resort service sales, which combines:
- Specialization in packages (not just overnight stays, but entire resort experiences)
- Dynamic offer presentation considering guests’ health and leisure preferences
- Intelligent recommendations for additional services based on client profiles and data analysis
- Support for seasonality as well as special promotions
This comprehensive approach and deep integration with the Iliada.pl PMS system make DS STREAM’s solution highly scalable and flexible, perfectly suited to the rapidly evolving needs of the industry.
Implementation outcomes
Performance parameters
The new conversational agent provides:
- Perfect articulation and linguistic naturalness, regardless of the time of day or the number of clients served
- Immediate response to all inquiries: eliminating queues and wait times
- Omnichannel capability: simultaneous service for multiple users by a single voice bot
- Reduction of staff workload for basic bookings and routine queries
Anticipated success metrics
Although the project is currently in pilot deployment (Terma Słowacki Resort, Busko-Zdrój), the following metrics are slated for monitoring:
- Conversation conversion rate
- Average lead/booking handling time
- Customer Satisfaction Score (CSAT) for AI interactions
- Reduction of operational costs in the sales/call center department
- Increased bookings outside of standard business hours
Client endorsement
As Iliada.pl we look forward to introducing the Voice Agent solution to other resorts using our PMS system. We see tremendous potential in automating the sale of leisure packages, especially with the rising demand for multilingual service and always-on availability – Paweł Korczak, CEO of Iliada.pl
Key conclusions
From the client’s perspective, DS STREAM solution comprehensively responds to the most significant trends and challenges facing the tourism industry today. As our partner underscores:
- Addressing personnel shortages: Thanks to the implementation of the voice agent, there is no longer a need to maintain large, multilingual, or overnight service teams.
- Ensuring 24/7 availability: Full automation translates into uninterrupted access for guests at any time.
- Meeting high guest expectations: The solution guarantees immediate and personalized service, consistently delivered at the highest level.
- Driving cost efficiency: Operational expenditures can be reduced without compromising, indeed, often improving the quality of service.
Our client also emphasizes the distinct advantages that make DS STREAM stand out in the market:
- Professionalism and flexibility: The careful selection and integration of optimal solutions, always fully tailored to the client’s needs.
- Holistic approach: Not just a focus on technology, but a deep, practical understanding of the resort sales process and the sector’s unique requirements.
- Ongoing support and development: Regular performance monitoring, iterative enhancements based on feedback, a partnership-oriented attitude, and proactive involvement at every stage.
- Industry expertise: Exceptional knowledge of the leisure resort industry, paired with a strong track record in PMS platform integrations and advanced AI applications.
Summary
Deployment of the DS STREAM voice agent for Iliada.pl exemplifies the powerful synergy of advanced technologies, specialist industry knowledge, and professional project management - bringing proven e-commerce strategies into the hospitality domain. The solution goes far beyond standard digitalization of customer service, setting a new benchmark for guest interactions in the leisure resort sector and meeting all key 21st-century challenges in tourism. Thanks to DS STREAM, resorts gain a tool that both surpasses traditional market standards and aligns with the elevated expectations shaped by today’s e-commerce experiences.
