FATTAL DEBUTS ADVANCED NEW VIRTUAL ASSISTANT
The Fattal Hotel Group recently welcomed its newest recruit: an AI-powered virtual assistant named Or, which can handle thousands of service calls simultaneously. Now debuting with Fattal Hotels across Israel, the Or voice bot is expected to set a new global standard for service excellence.
Fattal has always embraced innovation when seeking new ways to provide the ideal hospitality experience. It was therefore a natural step for the international hotel group to become a strategic partner of BYND91, an Israeli company dedicated to developing advanced voice solutions based on Gen AI, speech recognition, and natural language processing (NLP) technology.
“I am immensely grateful to Fattal Hotels,” said BYND91 founder and CEO Michael Dellal. “They recognized Or’s value, even in the early development stages. Fattal has helped us fine-tune its performance, successfully pilot it in their hotels, and launch the service across all Fattal hotels nationwide.”
Guests simply press a button, just as they would to contact a human representative, and can then make requests and ask questions in normal conversational Hebrew. Of course, the information Or provides is tailored to each hotel and its procedures, but the bot can also be customized to suit a hotel’s individual style and character, including various options for voice gender and tone.
Gil Einy, Fattal CIO, commented on the importance of maintaining Fattal’s signature service standards. “Using Gen AI in guest services is a complex challenge because we cannot afford mistakes or subpar service. Our project manager Tal Galon has worked tirelessly with the BYND91 engineers to train the bot so it is fully stable.” Communications pioneers Membit and AudioCodes have also been integral to Or’s development.
Currently, around 40% of Fattal’s service requests are handled without human intervention, enabling more efficient deployment of the hotel’s service team amid industry-wide staff shortages. The result: faster response times and more satisfied guests.