Revolutionizing Guest Engagement and Group Bookings with Softqube’s Generative AI Solution for Mason Beach Inn
Softqube Technologies, a leader in Generative AI innovation, partnered with Inntelligent CRM to build an advanced AI-powered assistant for Mason Beach Inn, a luxury hotel in Santa Barbara. The solution MIA (My Intelligent Assistant) was designed to elevate the hotel’s digital guest experience, streamline inquiry management, and revolutionize how group bookings are handled.
By combining chatbot and voicebot capabilities powered by OpenAI’s GPT-4 architecture, MIA provides real-time support, proactive engagement, and intelligent data capture to help Mason Beach Inn operate with greater efficiency and delight its guests 24/7.
Inntelligent CRM, led by Christine, delivers CRM solutions tailored for the hospitality industry.
Collaborating with hotels like
Mason Beach Inn, they faced key challenges:
These challenges led to missed revenue opportunities and inconsistent guest experiences.
Softqube Technologies was entrusted with the following goals:
Deliver seamless, natural-language access to hotel services, amenities, and local attractions.
Log and organize guest inquiries—especially group bookings—directly into the CRM for effective follow-up.
Offer round-the-clock AI-powered support to elevate satisfaction and operational efficiency.
Ensure no group booking inquiry goes unanswered, especially after business hours, by automating capture, qualification, and follow-up.
Using OpenAI’s GPT-4, MIA engages in human-like conversations through both text and voice, answering questions and guiding users with professionalism and warmth.
Sophisticated NLP algorithms allow MIA to interpret guest intent accurately and respond conversationally to a wide range of queries.
MIA handles group and event inquiries any time of day. From capturing event details to collecting contact information, MIA ensures no booking opportunity is missed—even outside office hours.
Guests are guided step-by-step through the booking inquiry process. MIA gathers dates, preferences, and other event specifics—ensuring every lead is complete and qualified.
One of MIA’s standout features is its ability to extract and validate email addresses and phone numbers—even from voice conversations—for reliable, high-quality lead generation.
When additional follow-up is required, MIA takes initiative by placing outbound calls or routing requests to human agents, ensuring no lead falls through the cracks.
All inquiries and lead data are automatically logged into Inntelligent CRM, enabling efficient handoff to the sales team and better tracking.
Worked closely with Christine and the Inntelligent CRM team to identify key pain points and define use cases.
Integrated hotel details—rooms, amenities, events, local spots—into the assistant’s knowledge base.
Fine-tuned the language model using hospitality-specific data to ensure contextual, brand-aligned responses.
Built a functional prototype and iteratively refined it through user testing and stakeholder feedback
Seamlessly integrated MIA on Mason Beach Inn’s website with full CRM connectivity for live inquiries.
| Challenge | Solution |
|---|---|
| Missed Inquiries After Hours | Implemented 24/7 chatbot and voicebot availability. |
| Inaccurate/Incomplete Lead Capture | Enabled guided data entry and contact extraction from text and voice. |
| Delayed Follow-Up | Introduced automated outbound calls and CRM alerts. |
| Brand Inconsistency | Tailored language model to match the hotel's tone and guest expectations. |
| KPI | Before | After | Group Inquiry Response Rate | ~60% | 100% (24/7 coverage) |
|---|---|---|
| Lead Conversion Time | 2–3 days | Same-day or next-day |
| Data Completeness | Inconsistent | Fully structured & validated |
| Guest Satisfaction | Moderate | Significantly improved |
Guests receive instant, personalized responses, increasing satisfaction and retention.
Timely follow-ups and complete lead info drive better booking conversions.
CRM teams now focus on high-touch tasks while MIA handles routine workflows.
Automated data capture minimizes mistakes in guest communications.
Support for global guests with real-time language switching.
Smart Booking Integration.Allow guests to complete reservations directly within the chatbot experience.
Behavior-Based PersonalizationUse interaction history to tailor offers, promotions, and recommendations.
MIA powered by Softqube’s Generative AI expertise has redefined digital hospitality for Mason Beach Inn. From handling general inquiries to transforming group booking workflows, MIA has proven to be a reliable, intelligent assistant that drives real business impact. Softqube’s success with MIA highlights their ability to deliver next-gen AI solutions that combine technical excellence with business valuepositioning them as a trusted innovator in hospitality technology.
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