CUSTOMER SUPPORT IN HOSPITALITY · Askly Case Study
AI customer support for hotels transforms the guest experience — and Wagenküll Castle & Resort proves how fast the impact shows up. The best hotel experience starts long before check-in. After bringing in Askly, 91% of all guest questions are now handled automatically — around the clock, in any language, for around €100 per month.
The Challenge: Hotel Guests Were Waiting, the Team Was Drowning in Repetition
A guest books, changes plans, and asks questions whenever it suits them — not when the team has a free moment. Modern guests expect an answer immediately, regardless of the time of day.
The team, led by Merili Puu and Siim Alttoa, was fielding inquiries across email, Facebook, Instagram, and the website — constantly switching between channels. As a result, time that could have gone to genuine hospitality was spent on work AI can already handle just as well.
Dining options, accommodation details, accessibility, pricing, and event information all moved through the team’s hands, one reply at a time.
The Solution: AI Customer Support for Hotels, Live on the Website
Askly’s AI assistant was added to the Wagenküll website without any custom IT development. The impact was clear within the first month.
- 91% of repeating questions resolved by AI, freeing the team for moments where a human presence is irreplaceable.
- Automatic multilingual greeting — every guest is welcomed in their own language from the first message.
- One shared workspace — web chat, Facebook messages, and Instagram messages all arrive in one place. No more channel-switching.
- Zero development cost — team productivity has grown week by week without a single euro spent on IT.
Using a person where AI can do the job faster and just as well is a management mistake. Making a guest wait for an answer is equally wrong.
Most guest inquiries are informational: dining options, check-in times, accessibility, pricing. Because of this, Askly handles them instantly and consistently. Emotional moments — a complaint, a special request, a difficult situation — go straight to a person. AI already tells these two apart remarkably well.
How Wagenküll Deployed AI Customer Support for Hotels
- Mapped AI scope — defined the topics where AI could handle guest questions as well as the team could.
- Built the guidance layer — defined how AI should assist guests and lead them to the right information.
- Tuned the tone — AI responses sound human; the team edits them directly in Askly and changes go live within seconds.
- Enabled real-time translation — AI always responds in the guest’s chosen language, and conversations routed to the team arrive already translated.
The Results: 91% of Hotel Guest Questions Resolved for ~€100/Month
The first month’s results were immediate.
Guest questions resolved by AI
91%
Monthly platform cost
~€100
Development cost
€0
As a result, the team now focuses entirely on moments where a human presence genuinely matters. AI does not replace the warmth of Wagenküll’s welcome or the unique atmosphere of the castle — it supports an outstanding guest experience before arrival and after departure.
“AI does not replace the warmth of Wagenküll’s welcome. It supports an outstanding guest experience before arrival and after departure.”
— Wagenküll Castle & Resort, using Askly
How Many Guests Form Their First Impression of Your Property in a Chat Window?
AI-powered live chat works — for guests and hospitality businesses alike. Askly customers include Tez Tour, Tuusik, Fantaasiareisid, as well as Confido, Tartu University Hospital, Partnerkaart, and many more.
Use technology where it is effective, so your people can be irreplaceable where they are.
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