Serve · AI front desk
Instant answers, in the guest’s language, within your instructions.
Ersona knows your policies, rates and local tips, answers guests immediately in their language, and hands anything unusual to your team with the context attached.
Policy-aware · Brand voice · Escalates when unsure
- Policy-aware
- Brand voice
- Escalates when unsure
Answer every guest instantly, in their language, within your instructions.
What it looks like
One request, handled end to end.
Sofia M. · Website chat · 18:40
¿Tienen parking? Llegamos en coche el jueves.
- Language detectedSpanishErsona18:40
- Question understoodParking · arrival ThursdayErsona18:40
- Hotel information appliedPrivate parking · €12 a night · Lindenstraße 4Hotel Lindenhof18:40
- Reply sent in SpanishWebsite chat18:40
- Conversation resolvedNo handover neededErsona18:41
Illustrative workflowDemo property and data.
How it works
- 01
Ingest policies
Upload your house rules, FAQs, and property details
- 02
Answer instantly
Parking, checkout, breakfast, pets - all handled
- 03
Qualify leads
Capture contact info before answering booking questions
- 04
Offer upgrades
Contextual upsells based on the conversation
- 05
Handoff ready
Complex requests escalate with full context
Both sides, and the line between
What the guest experiences, what your team works in, and where a person enters - as the product works today.
- The guest
- Asks a question - parking, breakfast, late checkout, the area - and gets an instant answer from your instructions, in their language, with their reservation in view.
- Your team
- The instructions themselves, written in plain language per property and per channel, and every answer on the record; unclear questions arrive as a hand-over, not a guess.
- Where a person decides
- Ersona escalates when your instructions do not cover the question or when a topic is marked for a person.
Works with your systems
Your PMS keeps doing its job. Each guest channel can follow its own rules.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Guests reach you on WhatsApp, the phone, Instagram, Messenger, Telegram, email, your website and the OTA inboxes your PMS relays. Booking goes to your own engine, WebHotelier included. All integrations
Questions
Something not answered here? Write to us
How do I teach Ersona my property’s policies?
Write your instructions in plain language, per property and per channel - what Ersona may say and do - and add the documents you already have (PDFs, docs, spreadsheets). Ersona answers from both, and shows which instruction produced a decision.
What if Ersona doesn’t know the answer?
It escalates to your team with the question and context. Add the answer to your instructions and Ersona handles it next time.
Can Ersona answer in multiple languages?
Yes. Policies are stored in your base language and translated on-the-fly to match the guest’s language.
How does it handle sensitive questions (refunds, complaints)?
Ersona flags conversations it shouldn’t decide as “Needs Human” and notifies your team; your instructions tell it which topics to hand over rather than answer.
Does it learn from corrections?
You improve it by updating your instructions and property information; Ersona uses the current version for every reply. Any conversation can also be taken over by a person at any time.
Also in Serve
See it on your hotel.
How this works with your PMS, channels and instructions - in a short walkthrough.