BOOKING PLATFORM
AI Voice Reservation System
Due to confidentiality and company policy requirements, I’m unable to provide the design details.
Please watch the video below to see a summary of the project.
Project Overview
CRC, a company, needed to reduce the cost and effort of handling hotel reservation calls. I led the product and UX effort to design an AI-powered voice system capable of managing both inbound guest inquiries and outbound booking confirmations replacing a manual, error-prone process with a scalable, intelligent workflow.
Description
As Product Owner and UX Designer, I defined the product vision, owned the backlog, and designed the end-to-end conversation flows for the AI voice agent. I worked directly with AI engineers to ensure the system logic matched real guest behavior, and ran usability testing to refine the experience before each sprint release.
Hotel teams spent a large part of their day handling routine reservation calls, checking availability, confirming bookings, and processing cancellations. This increased costs, reduced efficiency, and made it difficult to keep up during peak periods without adding more staff.
The business impact was clear across four dimensions:
· High operational costs from manual call handling
· Long response times frustrating guests at peak hours
· Inconsistent booking experiences depending on staff availability
· No scalability path without significant headcount growth
My Role
Design & Product Leadership
· Defined product strategy and prioritized features based on business value and feasibility
· Mapped end-to-end guest journeys to identify friction points in the booking process
· Designed conversation flows for inbound inquiries and outbound confirmation calls
· Collaborated daily with AI engineers to align model behavior with UX intent
· Facilitated prototype testing sessions and translated findings into sprint backlog items
Cross-functional Execution
Ran 6-month agile delivery across a cross-functional team of developers, AI engineers, and QA. Made trade-off decisions on scope and release timing to keep the project on track. Introduced structured feedback loops between QA findings and UX iteration cycles, ensuring quality and usability improved in parallel rather than sequentially.
Solution
Based on market analysis, the AI phone assistant for the hotel reservation system met key requirements, including EU GDPR compliance, pay-per-use pricing with no fixed fees, and 24/7 availability, making it well-suited for hotel reservation needs. It delivers a seamless AI-powered experience that allows users and businesses to manage bookings effortlessly.
Intelligent Scheduling
AI algorithms analyze user preferences, availability, and priorities to generate optimized schedules.
Personalization
Customizable settings allow users to tailor scheduling preferences and priorities to their unique needs.
The AI in Action: Conversational Reservation Flows
Agent Flows
Results
After six months of live operation, the AI voice reservation system delivered measurable impact across cost, efficiency, and guest experience validating the product and UX decisions made throughout the project.
Cost Reduction
20% reduction in reservation handling costs within the first 6 months, driven by the elimination of manual call processing for routine inquiries.
24/7 Availability
The system handled guest calls around the clock without staffing increases, peak-hour bottlenecks were eliminated entirely, with no wait times during high-demand periods.
Fewer Errors
Direct integration to our internal platforms removed manual data entry from the process, significantly reducing booking errors and the reconciliation effort previously required by hotel team.
Guest Experience
Consistent, fast responses regardless of time or call volume improved guest satisfaction. Outbound confirmation calls reduced no-show rates and gave guests a reliable touchpoint before arrival.
