Asbury Inn & Suites - Automation Case Study

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Just minutes from Lexington and Nicholasville, Asbury Inn & Suites is a hotel in Wilmore, KY which boasts comfortable accommodations and warm hospitality in the heart of the Bluegrass. Whether you are a guest of Asbury Theological Seminary, Asbury University, or just visiting friends and family, the newly renovated Asbury Inn & Suites is sure to provide you with an enjoyable and relaxing stay.

Asbury Inn & Suites needed a messaging system which: (i) integrated with their existing Property Management System (PMS), (ii) provided a higher level of automated messaging with their guests, and (iii) had a more robust AI/ML model for classification.

Without a compatible PMS integration, operating a message platform would be futile. There would be no real-time data sync, and guest reservation data would be inaccurate, causing miscommunication and misfiring of automated messages. An accurate AI/ML model is also needed to confidently classify guest intents, especially if the hotel is looking to automate responses for FAQs, like WiFi and check-out information.

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Whistle provides a seamless integration with Asbury Inn & Suites’ PMS, in this case SkyTouch Technology, another AWS partner, which they were able to achieve with AWS Lambda and AWS API Gateway. Together, Whistle and SkyTouch are able to sync guest reservation data in real-time, ensuring accurate and timely automated messages are sent to guests.

Using AWS Elastic Beanstalk in conjunction with AWS Comprehend, Whistle is able to power its ML classification model, and also detect guest sentiment instantly. Amazon Comprehend is a natural language processing (NLP) service that uses machine learning to find insights and relationships in text. This combination promotes a higher understanding of guest intents from an operational perspective, and a further optimization of AI configuration.

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Across three months, Asbury Inn & Suites was able to enable over 2,000 automated messages with 365 guests, nearly 70% of the entirety of their reservations during that period. They were able to streamline their pre-arrival and check-in process with the use of automated messaging, while also elevating the guest experience throughout the remainder of their stay.

Daniel Mostad, of the Asbury Inn & Suites, says that Whistle is, “very intuitive and the AI learning feature is fantastic. We switched from another messaging platform to Whistle for these reasons. In addition, it integrates with our PMS, which makes everything much more streamlined. Couldn't be happier with Whistle.”

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