Sabre Hospitality announced the latest enhancements to SynXis Concierge.AI, extending AI capabilities to the SynXis Booking Engine. This integration provides instant, intelligent responses across key guest-facing hotel channels – including websites, email, social platforms, and voice. Concierge.AI is managed and monitored through a unified inbox that delivers powerful insights to drive conversions, increase website engagement, and streamline operations – saving both time and cost. Hotels can configure the solution at chain, brand, or property level, ensuring consistency and control across their portfolio.
“A year ago, we launched SynXis Concierge.AI within our Customer Care & Delivery team to provide faster, more accurate support. At the time, we said our goal was to thoughtfully expand AI across our portfolio to truly move the needle for hoteliers and their guests,” said Scott Wilson, President, Sabre Hospitality. “We’re now beginning early adopter testing of Concierge.AI within the SynXis Booking Engine this June, and next month, we’ll make it available via the Community Portal – placing this capability directly in our customers’ hands. With deep integration into the booking engine, this delivers a seamless, elevated guest experience.”
Key new features of SynXis Concierge.AI include:
▪ Booking Agent – An AI-driven chatbot embedded within SynXis Booking Engine that handles real-time queries, room recommendations, booking support, FAQs, and local suggestions. Available in over 50 languages, it delivers quick, personalised responses that increase conversion rates, reduce booking abandonment, and capture direct bookings that might otherwise go to OTAs.
▪ Email Automation – Uses generative AI to process large volumes of guest emails by extracting key travel information (such as travel dates or party size) and generating personalised offers. This boosts response speed, booking efficiency, and eases staff workload.
▪ Social Connect – Facilitates AI-powered guest engagement across major social platforms including Facebook, Instagram, Messenger, and WhatsApp Business. Managed via a single inbox, it enables consistent brand messaging and provides valuable insights into guest sentiment and emerging trends.
▪ Voice Connect – Integrates an AI phone agent into hotel telephone systems, offering 24/7 support for enquiries, bookings, and call transfers. This increases operational efficiency while providing personalised service over the phone.
“Since opening our flagship property 160 years ago – the first hotel to feature air conditioning, hydraulic lifts, and hot and cold running water in guest rooms – innovation has always been at the
heart of our approach,” said Sean Seah, Senior Vice President – Strategy, Technology and Innovation, Langham Hospitality Group. “Sabre’s SynXis Concierge.AI solution significantly enhances our ability to respond to multilingual guest enquiries and booking requests, while preserving the intuitive, human touch that defines our service.”
Amy Read, Vice President of Innovation at Sabre Hospitality, added: “We equip hoteliers with tools to engage travellers with speed, yet always with a human feel. SynXis Concierge.AI enables them to scale service, increase conversion, and operate more efficiently – all without compromising the guest experience. What differentiates these tools is their capacity to merge automation with personalisation, empowering hotels to retain their unique brand voice while enhancing efficiency. As personalisation deepens, we remain focused on delivering solutions that allow brands to lead the narrative – blending intelligent automation with controlled support.”
