Costa Digital Hotels automates 90% of calls with abemonVOICE and abemonFLOW

The challenge

Costa Digital Hotels operates a chain of 5 hotels on the southern coast of Tenerife, with a total of 1,200 rooms and a predominantly international clientele: Germans, British, Scandinavians, and mainland Spaniards. Tourism in the Canary Islands doesn’t have a real low season, which means hotel operations run at high intensity 365 days a year.

The telephone was the primary communication channel with guests and potential clients. The 5 hotels received a combined average of 800 calls per day. Analysis of the calls revealed that 70% were repetitive queries: restaurant hours, spa availability, extra towel requests, excursion information, WiFi questions, and phone reservations that could be resolved with standard information.

Front desk staff spent a disproportionate portion of their workday on the phone. During peak call times (mornings from 9 to 12 and evenings from 5 to 8), in-person service suffered. Guests who were physically at reception waited while the receptionist handled calls. And unanswered calls, which reached 25% during peak hours, were potential lost reservations and frustrated guests.

The problem was multiplied by languages. A receptionist who speaks Spanish and English cannot serve a German guest who calls to ask about dinner hours. The chain employed multilingual staff, but finding and retaining receptionists who speak 4 languages fluently is expensive and difficult.

The night shift was another critical point. Maintaining a night receptionist who speaks multiple languages and can handle calls, late check-ins, and emergencies simultaneously is an operational necessity that generates significant cost.

The solution

We implemented abemonVOICE as the primary voice agent for incoming calls, integrated with abemonFLOW for operational orchestration:

Integration connected the voice agent with the PMS systems of all 5 hotels, the central reservation system, the availability engine, and the internal service systems (spa, restaurants, excursions). The voice agent doesn’t repeat static information: it accesses real-time room availability, updated service schedules, current rates, and each guest’s reservation status.

When a guest calls asking if the spa has an opening at 4:00 PM, the agent checks the spa reservation system and responds with actual availability. If the guest wants to book, the agent creates the reservation directly. No transferring to reception. No waiting.

Orchestration manages flows that go beyond answering a query. When a guest calls to report a room issue (air conditioning, cleaning, maintenance), the voice agent logs the incident, automatically categorizes it, assigns it to the appropriate department, and confirms the estimated resolution time to the guest. The maintenance team receives the task on their mobile device with full details.

For reservation calls, the agent manages the complete process: verifies availability, offers options, applies rates, requests guest details, and confirms the reservation with a confirmation email. All within the call, all in the client’s language.

Visibility provides the technology director and hotel directors with a real-time dashboard of phone activity: call volume, autonomous resolution rate, call reasons, languages served, calls escalated to humans and why, post-call satisfaction. Data that simply didn’t exist before.

The voice agent operates in Spanish, English, German, and Swedish. Not with robotic translations, but with genuine language comprehension, the ability to understand dialectal variations, and natural responses. A German guest calling in Bavarian dialect is served with the same effectiveness as one speaking Hochdeutsch.

The results

90% of incoming calls are now handled by the voice agent without human intervention. Of the 800 daily calls, 720 are fully resolved by AI. The remaining 80 are transferred to a human with the full conversation context, which also accelerates resolution of escalated cases.

Guest satisfaction improved by 45%. The combination of instant responses, 24/7 availability, service in the guest’s native language, and same-call resolution transformed the perception of service. Post-stay satisfaction surveys show that phone service went from being one of the worst-rated areas to one of the best-rated.

All 4 languages are served automatically without the need for dedicated multilingual phone staff. Front desk personnel, freed from the phone, can dedicate their full attention to the in-person guest. The lobby experience improved visibly.

24/7 availability was achieved without additional shifts. The voice agent handles nighttime calls with the same quality as daytime ones. Reservations that were previously lost at 2 AM are now confirmed automatically.

Engine layers used

• Integration: Real-time connectivity with 5 PMS systems, central reservation system, availability engine, spa, restaurant, and excursion systems. Access to live data for precise responses.
• Orchestration: Automated flows for reservations, incident management, service requests, and escalation to humans with full context.
• Visibility: Multi-hotel phone activity dashboard in real time. Call reason analysis, performance by language, resolution rate, and satisfaction.