Hospitality
Calls often start with the same questions: what it costs, whether a room is free, whether an extra bed can be added for a child. The receptionist is interrupted while serving a guest. The assistant collects the dates, the number of guests and the bed types, records the booking request and hands off to a person when needed.
The customer calls, iCall answers
Hello, two adults and one child, from 14 to 16 November. Do you have a room free?
Understood: two adults and a child, 14 to 16 November. Would you like an extra bed for the child?
Yes, an extra bed. Please book the room.
On screen: Booking request recorded
Family room · 14 to 16 November · Extra bed
Example of an outbound call when it is switched on
Hello, Nino. We’re confirming your arrival time on 14 November. What time will you arrive?
In the evening, around 21:00.
Good, I’ll note it on the booking: arrival at 21:00. The receptionist will meet you.
On screen: Arrival time confirmed
14 November, 21:00 · Note added to the booking
Only from the prices you provided. The final booking amount is confirmed by your team.
The assistant records the request as a note. It gives a yes only if the rule is clearly written in your document.
Outside working hours, we agree the answering mode in advance. The handoff to a person follows your schedule: if no staff member is available, the assistant gives the agreed message and records the request.
This is an example of a fictional business.