Can AI answer guest FAQs via chat and voice simultaneously?
Yes. An AI chatbot on your hotel website handles the same FAQs as your AI call agent on your phone line, both drawing from a single shared knowledge base. A guest researching on your website gets instant answers about check-in times, parking, pet policy, or room features via the chatbot.
A guest calling for the same information gets the same accurate answer via the call agent.
Both channels update simultaneously when your knowledge base changes, so there is never a discrepancy between what your website chat says and what your phone line says.
For example, a resort property deploys Televanta's chatbot on its website and AI call agent on its main phone number.
Both are trained on the same knowledge base covering 140 property FAQs, dining reservation availability, spa booking, and local activity information.
A guest who chats on the website asking about pet policy gets an instant answer.
Another guest who calls asking the same question the following morning gets the identical, accurate answer from the call agent.
A hotel group with seven properties manages one Televanta knowledge base for all seven locations, with property-specific answers for local questions and shared answers for brand-wide policies.
When a new policy is introduced, for example, a sustainability initiative reducing daily housekeeping, the knowledge base is updated once and all seven chatbots and all seven call agents reflect the change immediately.
The marketing and operations teams eliminate the process of updating multiple systems separately.
Key benefits
- Delivers consistent, accurate answers across chatbot and call agent from a single knowledge base
- Updates all channels simultaneously when policies or information change so there is never a discrepancy
- Handles guest FAQ volume on both channels automatically, freeing front desk staff for in-person service
- Provides a unified dashboard showing all guest interactions across chat and voice channels
Why Televanta?
Televanta is one of the very few platforms that delivers both voice and chat AI for hotels from a single system with one shared knowledge base, meaning your team manages one configuration rather than two separate tools that diverge over time. Hotels using both Televanta channels report a significant reduction in front desk interruptions for routine information requests, allowing staff to dedicate more time to the guest experience that requires a human touch. The platform's multilingual capability ensures international guests are answered in their own language across both channels automatically.
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