{"id":4548,"date":"2026-06-10T15:07:18","date_gmt":"2026-06-10T12:07:18","guid":{"rendered":"https:\/\/digitalagent.bg\/case-study\/grand-assist\/"},"modified":"2026-06-10T15:07:18","modified_gmt":"2026-06-10T12:07:18","slug":"grand-assist","status":"publish","type":"page","link":"https:\/\/digitalagent.bg\/en\/case-study\/grand-assist\/","title":{"rendered":"Grand Assist \u2014 AI Call Agent \u0437\u0430 Grand Hotel Resorts by Pulse"},"content":{"rendered":"<h1>Grand Assist: AI Call Agent for Grand Hotel Resorts by Pulse<\/h1>\n<p><strong>Customer:<\/strong> Grand Hotel Resorts by Pulse \u2014 Grand Hotel Therme, Grand Hotel Bansko, Grand Hotel Sveti Vlas<br \/>\n<strong>Industry:<\/strong> Hospitality and tourism<br \/>\n<strong>Solution:<\/strong> AI chat and voice agent with real-time PMS integration<\/p>\n<h2>The challenge<\/h2>\n<p>A large hotel chain with three hotel complexes, seasonal peaks, multilingual guests and thousands of enquiries a month \u2014 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.<\/p>\n<h2>The solution<\/h2>\n<p>Digital Agent designed and implemented Grand Assist \u2014 an AI infrastructure for guest service that includes:<\/p>\n<ul>\n<li><strong>AI chat agent<\/strong> for each hotel\u2019s website \u2014 answers questions, checks availability and creates bookings directly in the conversation.<\/li>\n<li><strong>AI voice agent (call agent)<\/strong> \u2014 answers inbound calls in Bulgarian, understands natural speech and completes the booking over the phone.<\/li>\n<li><strong>Real-time integration with Clock PMS+<\/strong> \u2014 availability, rates and bookings come straight from the hotel system, with no manual intervention.<\/li>\n<li><strong>Individual configuration for each hotel<\/strong> \u2014 its own tone of voice, offers, tourist taxes and property-specific details.<\/li>\n<li><strong>Round-the-clock operation<\/strong> \u2014 guests get an answer and the option to book at any time, on any channel.<\/li>\n<\/ul>\n<h2>The results<\/h2>\n<ul>\n<li>Capacity to handle more than 500,000 customer enquiries across the chain\u2019s entire portfolio<\/li>\n<li>Direct bookings 24\/7 without front desk involvement<\/li>\n<li>Coverage of all properties \u2014 including Pulse Therme, Therme Fun &amp; Sport Park and Grand Pets<\/li>\n<li>Staff time freed up to look after guests on site<\/li>\n<\/ul>\n<h2>Featured in national media<\/h2>\n<p>The project was presented as an example of the &#8220;hotel of the future\u201d in <a href=\"https:\/\/blitz.bg\/tehnologii\/hotelat-ot-2030-godina-veche-e-tuk-ai-i-roboti-vlizat-v-grand-hotel-resorts-by-pulse_news1155952.html\" target=\"_blank\" rel=\"noopener\">BLITZ<\/a>, <a href=\"https:\/\/www.actualno.com\/journeys\/hotelyt-ot-2030-godina-veche-e-tuk-ai-i-roboti-vlizat-v-grand-hotel-resorts-by-pulse-news_2604053.html\" target=\"_blank\" rel=\"noopener\">Actualno<\/a> and <a href=\"https:\/\/www.standartnews.com\/balgariya-obshtestvo\/hotelat-ot-2030-godina-veche-e-tuk-ai-i-roboti-vlizat-v-grand-hotel-resorts-by-pulse-636479.html\" target=\"_blank\" rel=\"noopener\">Standart<\/a>. See all articles on the page <a href=\"\/en\/digital-agent-v-mediite\/\">Digital Agent in the media<\/a>.<\/p>\n<h2>Want the same for your hotel or business?<\/h2>\n<p>We build AI chat and voice agents integrated with your PMS, CRM or ERP system. <a href=\"\/en\/free-consult\/\">Book a free consultation<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Grand Assist: AI Call Agent \u0437\u0430 Grand Hotel Resorts by Pulse \u041a\u043b\u0438\u0435\u043d\u0442: Grand Hotel Resorts by Pulse \u2014 Grand Hotel [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":4547,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4548","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/pages\/4548","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/comments?post=4548"}],"version-history":[{"count":0,"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/pages\/4548\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/pages\/4547"}],"wp:attachment":[{"href":"https:\/\/digitalagent.bg\/en\/wp-json\/wp\/v2\/media?parent=4548"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}