The bot revolutionizing hotel room service

The future of hospitality is here. Meet Or, the digital assistant—a voice bot powered by advanced AI technologies. This bot enables guests to make room service requests and receive informative responses through free-form Hebrew speech over the phone. Or is debuting globally with Fattal Hotels and will soon be introduced in other hotel chains across Israel.

The bot is integrated with the hotel systems, capable of handling thousands of calls simultaneously, and opening service requests automatically without human intervention using advanced technology. It can be customized exclusively to the hotel's character, style, and needs: from choosing the gender and tone of the response to tailoring the style of the response and the subjects of information and guest request handling.

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Behind the bot stands entrepreneur Michael Dalal (50), CEO, founder, and owner of BYND91, an Israeli company providing advanced voice solutions using speech recognition technology, along with natural language processing (NLP) capabilities and integrating ChatGPT. The bot was developed with the help of Memebit, one of Israel's first chatbot companies, and AudioCodes, a Nasdaq-traded tech giant.

Michael Dalal stated, "I am immensely grateful to Fattal Hotels for recognizing the value of Or, the digital assistant, even in its early development stages. They helped us fine-tune its performance, successfully pilot it in their hotels, and, to my delight, launch the service across all Fattal hotels nationwide. For me, Fattal Hotels is our strategic partner, alongside AudioCodes and Memebit. In recent months, I have met with industry leaders who all emphasize the necessity of Or as an advanced technological solution to enhance guest service and address staffing shortages."

Gil Eini, Fattal's Chief Information Officer, said, "Fattal Hotels is attuned to global developments and continuously leads innovation and digital processes to improve, streamline, and simplify the guest experience and internal company processes. Partnering with BYND91 and integrating their innovative technology was a natural fit, and I foresee great success for Or, the digital assistant. Using Gen AI in guest services is a complex challenge because we cannot afford mistakes or subpar service for our guests. The key lies in training the bot until it is fully stable. Project manager Tal Galon and BYND91 engineers have worked tirelessly and without compromise, achieving an impressive result where 40% of service requests are handled without human intervention."