The hotel
Termas Villa Elisa, in Villa Elisa, Entre Ríos, is one of Argentina's largest thermal complexes.
It spans 41 hectares with a thermal park featuring 10 salt-water therapeutic pools.
It offers 5 types of accommodation totaling around 160 units: 102 bungalows, 14 modules and 50 camping sites.
It has been operating for 27 years, and Villa Elisa was nominated as one of the best tourist towns.
WhatsApp is today the first and most important contact channel, with a volume of calls and messages that keeps growing.
The challenge
Before WeSpeak, a team of 8 people —and up to 12 in peak season— answered WhatsApp messages.
Replies took hours, and customers got angry over the delays.
The multichannel chaos across WhatsApp, email, phone and Google made it hard to deliver orderly service.
Reservations were lost due to slow replies, and passing conversations across shifts caused errors like wrong dates or number of guests.
All of this led to high stress and a bad work climate.
The extra challenge: they didn't want a rigid robot, but to preserve the warm, human attention that is one of the company's pillars.
The WeSpeak solution
In December 2024 they implemented Elisa, WeSpeak's AI assistant for WhatsApp.
The implementation was easier than expected.
The plan was to test the assistant only at night, from 12am to 6am, for three months.
But by day 13 they decided it was already ready to go 24/7.
Elisa learns from the team's feedback, the catalog and the website, keeping the brand's warm, human tone.
Results
Today service is organized, accurate and available 24/7.
The team supervises and only steps in for complex cases, now seeing the AI as another teammate.
A standout feature is the automatic follow-up at 24 and 72 hours, which recovers leads and clients that would otherwise be lost.
A big-data dashboard provides conversation statistics.
Guests arrive and ask for Elisa, and there are Google reviews thanking her for her human and kind attention.
“There are Google reviews thanking Elisa for her human and kind attention. And she isn't human.”
