SynXis Concierge.AI boosts direct bookings and guest engagement through generative AI

SOUTHLAKE, Texas – June 16, 2025 – Sabre Hospitality today announced the latest enhancements to SynXis Concierge.AI, extending artificial intelligence capabilities to the SynXis Booking Engine. This integration enables instant, intelligent responses across key customer-facing hotel channels, including websites, email, social media, and voice. Concierge.AI is managed and monitored from a unified inbox, providing key insights to drive conversions, increase web engagement, and optimize operations, resulting in time
and cost savings. Hotels can configure the solution at the chain, brand, or property level, ensuring consistency and control across their entire offering.

“A year ago, we launched SynXis Concierge.AI within our Customer Service and Delivery team to offer faster and more accurate assistance. We said then that our goal was to carefully expand AI across our portfolio to make a real difference for hoteliers and their guests,” said Scott Wilson, president of Sabre Hospitality. “We are now beginning early-adopter testing of Concierge.AI functionality within SynXis Booking Engine this June, and next month we will make it available to our clients through the Community Portal, facilitating self-service. Deeply integrated into the booking engine, this technology ensures a seamless and enhanced guest experience.”

Key new features of SynXis Concierge.AI include:

▪ Booking Agent (AI-powered booking assistant) – AI-powered chatbot built into SynXis Booking Engine that handles real-time inquiries, room suggestions, booking assistance, FAQs, and local recommendations. Available in over 50 languages, it delivers fast, personalized responses that boost conversion rates, reduce booking abandonment, and capture direct bookings that might otherwise go to online travel agencies (OTAs).

▪ Email Automation – Uses generative AI to process high volumes of guest emails, extracting key trip information (such as dates or number of people) and generating personalized offers. This feature improves response speed, booking efficiency, and reduces staff workload.

▪ Social Connect (automated social engagement) – Facilitates guest engagement on social media using AI, including Facebook, Instagram, Messenger, and WhatsApp Business. Managed from a single inbox, it enables consistent brand communication and provides valuable insights into guest sentiment and emerging trends.

▪ Voice Connect (AI-powered phone support) – Integrates an AI-powered phone agent into hotel phone systems, offering 24/7 support for inquiries, reservations, and call transfers. This solution improves operational efficiency while providing personalized service over the phone.

“Since we opened our flagship property 160 years ago—the first hotel to offer air conditioning, hydraulic elevators, and hot and cold water in guestrooms—innovation has always been at the heart of our approach,” said Sean Seah, Senior Vice President, Strategy, Technology & Innovation, Langham Hospitality Group. “Sabre’s SynXis Concierge.AI solution significantly enhances our ability to respond to multilingual guest inquiries and booking requests, while maintaining the personal and intuitive touch that characterizes our service.”

Amy Read, Vice President of Innovation at Sabre Hospitality, added: “We empower hoteliers to engage with travelers in an agile yet human way. SynXis Concierge.AI helps them scale service, increase conversions, and operate more efficiently, without compromising the guest experience. What differentiates these tools is their ability to combine automation and personalization, allowing hotels to retain their brand voice while streamlining their processes. As personalization continues to evolve, we remain focused on delivering best-in-class solutions that empower brands to lead their narrative—by combining intelligent automation with assisted control.”