Voice AI or Chat AI? if you have to choose, choose both!
Here’s why:
It’s 11 PM. A guest’s flight just got rerouted. They need a hotel room tonight.
They find your property online. Call to book.
It rings. And rings. Voicemail.
They call the next hotel. Someone answers. They book there.
You never knew that call happened. That’s $299 you’ll never see.
Now imagine: Same guest, same 11 PM call. Within 3 seconds, they’re speaking with an AI that sounds completely human. It checks availability, quotes rates, and books the room while they’re still on the phone.
Confirmation email sent. Credit card charged. Guest relieved.
That’s $299 captured instead of lost to a competitor who picked up.
Voice and chat solve different problems.
Voice wins when:
→ Urgent emergencies (maintenance, medical, security)
→ Complex multi-step requests
→ Emotional situations requiring empathy
→ International guests at 3 AM their time
Chat wins when:
→ « What’s the WiFi password? »
→ Visual confirmation needed
→ Quick questions in quiet spaces
→ Async communication
The properties seeing 40% booking increases aren’t choosing one or the other.
They’re using both in one unified system where every interaction, voice, chat, SMS, WhatsApp, email, feeds into a single conversation thread.
One guest. Multiple channels. Zero context loss.
We, Conduit AI , wrote the full breakdown.
Link in comments.