Reinventing in-room dining with AI voice agents
Marriott International partnered with Intersect AI to modernize in-room dining and guest requests using an AI voice agent. The solution reduced staffing needs, improved accuracy, increased upsell revenue, and delivered faster, more consistent guest experiences while integrating seamlessly with existing hotel systems.
Background
Marriott International, one of the world’s leading hospitality companies, operates over 8,800 properties worldwide. An AI audit revealed inefficiencies in its in-room dining operations, which relied heavily on manual call handling by hotel staff.
Challenge
Each hotel required an average of 5 full-time staff to manage phone orders, with a 23% error rate caused by miscommunication and inconsistent execution. This strained operations, drove up costs, and reduced guest satisfaction. Missed upsell opportunities also limited revenue growth.
Solution
We designed and deployed an AI-powered voice agent to automate in-room dining and guest service requests. The system integrated with Marriott’s property management and F&B order systems, enabling real-time tracking, automated ticketing, and AI-driven upsell recommendations. A full onboarding program and stakeholder training supported rapid rollout.
Technologies
Conversational AI, natural language processing, property management system integration, automated task routing, AI-driven recommendation engine, live reporting dashboards.
Impact
The shift from manual execution to an AI-powered operating model delivered immediate, measurable improvements across strategy, productivity, and cost efficiency.
Efficiency
Staffing reduced from 5 to 1 per hotel across 500 properties, generating $72m in annual savings.
Accuracy
Error rate cut from 23% to 7%, boosting accuracy and reliability.
Revenue
Upsell revenue increased by 32% through intelligent prompts.
Experience
Guest NPS improved by 13%, reflecting faster and more consistent service.
Questions & Answers
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Timelines vary depending on your current maturity, number of data sources, and governance needs. Most organisations see a functional foundation in 6–12 weeks, with continuous improvement over time.
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