Every day, your team handles hundreds of customer conversations. Some get missed. Some take too long. Some leave customers frustrated. CX/AI changes that - it's intelligent technology that works alongside your people to make every interaction faster, smarter, and more personal.

Will AI replace my customer service team?

No - and that's not the goal. CX/AI handles routine enquiries so your people can focus on the conversations that actually need human judgement, empathy, and expertise. Most of our clients use AI to handle growth without adding headcount, not to reduce their existing team.

How long does it take to implement CX/AI?

Most implementations go live within 4-8 weeks. Week one is data collection and integration setup. By week four, you're typically in pilot mode with real customers. The first 90 days is where the system learns and optimises - most clients see 40-60% automated resolution by day 90.

What's the ROI - and how quickly will I see it?

Our clients typically see payback within 6-9 months. The maths is straightforward: if AI resolves 60% of your enquiries at a fraction of the cost, while your team handles 40% of higher-value conversations, you're reducing costs and improving customer satisfaction simultaneously. We'll build you a custom ROI model before you commit.

Will AI give wrong answers or damage our brand?

This is why we don't just plug in a generic chatbot. Our AI is trained on your specific policies, products, and brand voice. Built-in guardrails prevent off-topic responses, and anything the AI isn't confident about gets escalated to your team with full context. You stay in control.

CX AI for Restaurants & Hospitality

The challenge

Hotel CX is a pressure test, every single day.

Lost out-of-hours bookings

Enquiries that go to voicemail after 6pm rarely convert. Every unanswered call is a potential booking that drifted to Booking.com instead.

OTA commission dependency

Reliance on Booking.com and Expedia eats margin. Direct booking conversion is the lever most hotels aren't pulling hard enough.

Chronic staff shortages

82% of UK hoteliers report staff shortages. Rotas are stretched and out-of-hours cover is a constant vulnerability.

Repetitive front desk load

"What time is checkout?" "Is parking included?" "Can I get a late checkout?" Answering the same questions drains your best staff.

Inconsistent guest communication

Guests contact you by phone, email, WhatsApp, and chat - and get a different experience every time, depending on who answers.

TripAdvisor blind spots

Negative experiences surface in reviews, not in your inbox. By the time you know there's a problem, the damage is already done.

The Focus CX solution

Built around the guest journey, not just the contact centre

Three solutions working as one - so every guest gets a great experience, your team gets headspace, and your business gets the insight to keep improving.

Aila - AI receptionist

Hotel use: reservations, out-of-hours enquiries

A receptionist who never goes off shift.

Aila answers every call - at 11am and 11pm - handling reservation enquiries, availability checks, and special requests with warmth and accuracy. When your front desk is full, Aila absorbs the overflow. When the hotel is closed, Aila keeps the booking pipeline open.

24/7 voice coverage with no added headcount

PMS integration for real-time availability and booking

Multilingual - handles international guests naturally

On-brand voice, configured to your property

Escalates to your team with full context passed

Explore Aila

AI Agent

Hotel use: booking modifications, upsells, in-stay requests

Your digital concierge, across every channel.

The AI Agent meets guests wherever they reach out — WhatsApp, web chat, email, or phone - handling modifications, upsell prompts, in-stay requests, and post-stay feedback. All without pulling your team away from the floor.

Omnichannel - consistent experience across all touchpoints

PMS, CRM, and booking engine integrations

Upsell prompts built into every relevant interaction

Post-stay follow-up and review collection automated

In-stay requests routed to housekeeping/maintenance

Explore AI agent

Conversational Intelligence

Hotel use: guest sentiment, complaint trends, pre-review signals, QA

Know what guests really think - before they write the review.

Conversational Intelligence analyses 100% of guest interactions across every channel - surfacing recurring complaints, declining sentiment, and friction points before they go public. If the same issue comes up in 40 conversations this month, you'll know this week.

Pre-review sentiment signals

Catch negative guest sentiment in-stay before it becomes a 2-star review on TripAdvisor.

Complaint trends

See which rooms, services, or processes are generating the most friction - and fix them.

Review score correlation

Link post-stay feedback to specific interactions - understand exactly what drives your scores.

Explore Conversational Intelligence

Basic

$9

per user / month

Try it for free

For starter individuals and small teams that run on meetings.

What's included:

Basic summary

100 hours of transcription /month

Speaker identification

Basic in-call highlighting

Standard support

1TB of storage

Pro

Popular

$24

per user / month

Try it for free

For professionals that run on meetings and need to move fast.

Everything in Free, plus:

Smart summary

500 hours of transcription /month

Advanced speaker identification

AI-powered in-call highlighting

Priority email & chat support

Unlimited storage

Enterprise

Custom pricing

For large organizations with complex security and deployment needs.

Schedule a custom demo

Everything in Pro, plus:

Customized AI Model Training

Centralized billing and user management

Custom Integrations (100+ apps)

Single Sign-On (SSO)

Unlimited transcription minutes

Workspace Analytics Dashboard

How it works together

A complete guest experience loop

From first enquiry to post-stay review - three solutions covering every touchpoint in the guest journey. Working with your existing hotel & accommodation booking stack.

Built for your whole team

General managers & operations

Reduce pressure on front-of-house, eliminate out-of-hours coverage gaps, and give every guest a consistent experience regardless of who's on shift.

Revenue managers & owners

Convert more direct enquiries before they drift to OTAs. Automate upsell prompts. Reduce the cost of every guest interaction - and keep more margin in-house.

IT & technology leads

ISO 27001 certified, GDPR compliant, and designed to integrate with your existing PMS and booking stack. No rip-and-replace. Full API documentation available.