Multi-Language AI Concierge Chatbot for an Airport Hotel

Overview

Built a multi-language AI concierge chatbot for an airport hotel serving a highly international guest base, many of whom weren't comfortable communicating in English with the front desk over the phone. The chatbot handles common requests — shuttle schedules, late checkout, wake-up calls — in each guest's preferred language, automatically detected from how they write in, and escalates anything ambiguous to a human agent. This addressed a recurring pain point for both guests and staff: language barriers slowing down what should be simple, routine requests during already-stressful travel days. The chatbot's shuttle-schedule answers pull live data so information stays accurate even when flight delays shift the schedule. Many guests at an airport hotel weren't comfortable communicating in English with the front desk over the phone, slowing down simple, routine requests during already-stressful travel days. We built a multi-language AI concierge chatbot handling common requests — shuttle schedules, late checkout, wake-up calls — in each guest's preferred language, automatically detected, escalating anything ambiguous to a human agent, with shuttle answers pulling live data to stay accurate through flight delays. We tested language detection and response accuracy across the hotel's most common guest languages before launch, connecting shuttle-schedule answers to live data given how often flight delays shifted timing. It launched during a moderate-traffic period to validate escalation handling before covering peak arrival season. Miscommunication-related complaints from international guests dropped, and average response time on routine requests during peak arrival hours improved, removing a real source of friction during already-stressful travel days.