SpainTravel and aviation2025 – ongoingSNÖ Hotels
Copilot Studio agent for guest check-in and concierge services
SNÖ Hotels reported over 30% shorter check-in times after adding digital workflows and an AI agent
Problem
SNÖ Hotels operated with disconnected systems and manual processes. Guests had to complete check-in at reception.
Approach
SNÖ worked with Suitech to connect hotel operations through Dynamics 365 Business Central. It added a Copilot Studio agent for remote check-in and concierge questions. The agent validated guest information through connected systems and suggested additional services. Structured input forms improved check-in completion after early data-entry problems.
Results
Takeaway
The check-in result combined digital workflows with the agent. SNÖ did not isolate the agent's contribution.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described the connected guest-service agent and changes made after pilot testing. It reported over 30% shorter check-in times from workflows and the agent together, and a 10% upselling revenue increase to which the agent contributed.
Full details are in the original sources.
