Grand Assist: AI Call Agent for Grand Hotel Resorts by Pulse

Customer: Grand Hotel Resorts by Pulse — Grand Hotel Therme, Grand Hotel Bansko, Grand Hotel Sveti Vlas
Industry: Hospitality and tourism
Solution: AI chat and voice agent with real-time PMS integration

The challenge

A large hotel chain with three hotel complexes, seasonal peaks, multilingual guests and thousands of enquiries a month — by phone, chat and messaging apps. Front desks lose hours to repetitive questions about prices, availability and services, while outside working hours, enquiries go unanswered and bookings are lost.

The solution

Digital Agent designed and implemented Grand Assist — an AI infrastructure for guest service that includes:

• AI chat agent for each hotel’s website — answers questions, checks availability and creates bookings directly in the conversation.
• AI voice agent (call agent) — answers inbound calls in Bulgarian, understands natural speech and completes the booking over the phone.
• Real-time integration with Clock PMS+ — availability, rates and bookings come straight from the hotel system, with no manual intervention.
• Individual configuration for each hotel — its own tone of voice, offers, tourist taxes and property-specific details.
• Round-the-clock operation — guests get an answer and the option to book at any time, on any channel.

The results

• Capacity to handle more than 500,000 customer enquiries across the chain’s entire portfolio
• Direct bookings 24/7 without front desk involvement
• Coverage of all properties — including Pulse Therme, Therme Fun & Sport Park and Grand Pets
• Staff time freed up to look after guests on site

Featured in national media

The project was presented as an example of the “hotel of the future” in BLITZ, Actualno and Standart. See all articles on the page Digital Agent in the media.

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