“What time is check-in?”, “Is there parking?”, another near-identical quote: valid requests that interrupt the team dozens of times a day. Otello handles them, the team approves and stays focused on guests at reception.
40–70% of requests handled autonomously, depending on configuration, across active properties · First reply reduced from 3 hours to 15 minutes across active properties
Monday morning · inbox queue08:00 → 08:20
“Is parking included?”Sent autonomously
“Availability for a student group?”Politely declined
“Quote for 2 rooms, 12–16 August”Draft to approve
“Could we have a cot in the room?”To the team · rooms
The journey
Automation that grows at your pace
01
Everything in one queue
Email, WhatsApp, chatbot and phone calls arrive in one inbox: no more switching between six tabs.
02
AI prepares everything
Every request already has a reply ready, using the right data from the PMS/CRS and your materials.
03
You set the boundaries
For each request category, such as information, quotes and groups, you decide whether AI replies autonomously and which configured objective it follows. The scope only expands when you trust it.
04
Reception gets its time back
Fewer interruptions and a first reply reduced from 3 hours to 15 minutes across active properties.
Modules involved
A module for every interruption
Email and WhatsApp
Desk clears the email and message queue with ready-made drafts and automatic sends for the categories you configure.
“We reduced quote preparation from 7 minutes to 20 seconds. We reply sooner and turn more enquiries into bookings.”
Stefano · Director, Hotel Fanes
7' → 20''Quote preparationHotel Fanes case study data40–70%Requests handled autonomously, depending on configurationacross active properties
The 40–70% figure refers to requests handled autonomously, depending on configuration, across active properties; it is not attributed solely to Hotel Fanes.
No, quite the opposite. Everything starts in approval mode, and automatic sending is extended by request category only when you decide. For every category, you also configure the objective AI must follow. Every message remains tracked in the console.
How much work is needed to configure it?
Typical activation takes three days from access to the systems, without changing systems and without any training material to prepare: Otello starts from the materials you already have, such as your website, rate sheets and house rules, then improves with use.
Where should we start?
With near-identical requests: opening times, services, parking and spa. Then you enable other categories, each with its own rule and configured objective. For example, if you do not accept student groups but agencies still need a reply, AI recognises the request and declines politely, just as your team would. Quotes and general information are automated in the same way.
Next step
Count tomorrow morning's interruptions
Forty-five minutes of Otello live on a real, working account, as if it were your hotel's.
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“Is parking included?”Sent autonomously
“Availability for a student group?”Politely declined