The hotel
Aires is a short-term rental operator in Buenos Aires, Argentina, with buildings in Palermo and Recoleta.
It has 3 buildings and around 100 units, focused on international and domestic tourism.
Federico Alzaga is co-founder of the company and led the search for a better way to serve guests.
The challenge
Before WeSpeak, Aires had tried a rule-based bot, but around 80% of conversations still ended up handled by humans: more of the same.
They had three people answering messages across shifts, from 8am to 1am.
If they didn't reply fast, people booked elsewhere.
The WeSpeak solution
With WeSpeak, the assistant answers in a maximum of about 10 seconds.
The assistant understands when guests make mistakes, send audios and mistype.
It unifies WhatsApp, Instagram and email in a single dashboard.
When a conversation is left unfinished, it hands it off to a person with a notification.
At first there was team resistance, because they had already had a bot that failed, but that resistance dissolved once the system started responding well.
Results
Aires was able to restructure the organization: today a single person oversees several buildings.
The team realigned their roles and now works largely remotely.
They are building a fourth building.
Guests value resolving everything via WhatsApp, even self check-in.
“We saw that it responds in a maximum of 10 seconds. Before, we had three people behind a keyboard answering from 8 in the morning to 1 in the morning. Today we understand that WeSpeak is here to stay.”
