Breeze Bay Hotel Launches Demonstration Experiment for Integration Between AI Platform 'IVRy' and 'TL-Lincoln'

IVRy Co., Ltd. (Headquarters: Minato-ku, Tokyo; CEO: Ryoga Okunishi; hereinafter 'the Company'), developer and provider of the interactive AI platform 'IVRy,' is pleased to announce the start of a demonstration experiment using system integration with 'TL-Lincoln,' an accommodation reservation and sales management system, at multiple facilities operated by Breeze Bay Hotel Co., Ltd. (Headquarters: Yokohama, Kanagawa; President: Noritada Tsuda; hereinafter 'Breeze Bay Hotel'). In this partnership, the interactive voice AI checks the reservation status of the accommodation in real-time through telephone conversations and automatically completes everything up to registration in the reservation ledger. This is the first time in Japan* that such a feature integration, where hotel reservations are instantly confirmed solely through AI dialogue over the phone, has been provided.

*Based on internal research: Japan's first service that handles everything from hearing details like number of people and dates via AI voice dialogue to instant confirmation of accommodation reservations.

Background and Challenges In the hospitality industry, the worsening labor shortage has become an urgent management issue. While digital transformation (DX) is progressing in many areas, telephone response remains a task where 'human intervention is expected' at many accommodations. Issues such as 'missed reservations' due to the inability to answer phones during busy hours or outside front desk hours, and the simultaneous handling of check-ins/outs alongside phone calls, lead to lost guest convenience and increased psychological burden on staff. Breeze Bay Hotel has already been using 'IVRy' to improve the efficiency of phone response operations. However, although primary responses for reservation inquiries were automated, it had not reached the level of automating the entire process up to reservation completion. Particularly during check-in and check-out times, which are peak hours for face-to-face service, missing reservation opportunities was common, as it is difficult to maintain sufficient staffing at all times. In this demonstration experiment, by automating the steps up to 'reservation confirmation,' the goal is to optimize human capital and maximize reservation opportunities.

Overview of the Demonstration Experiment 'IVRy' and 'TL-Lincoln' will be integrated at multiple facilities operated by Breeze Bay Hotel. 'IVRy' autonomously conducts hearings for phone reservation inquiries, queries the real-time room availability registered in 'TL-Lincoln,' and completes the response up to the final reservation. - Eliminating Missed Phone Reservations: Maximize reservations without missing any, even during busy hours like check-in/out. - Optimization of Human Capital: Enabling staff to concentrate on improving guest hospitality. - Improving Customer Satisfaction: AI responds to phone calls 24/7, providing a smooth experience. Delivering a stress-free booking experience.

Noritada Tsuda, President of Breeze Bay Hotel Co., Ltd. 'As the BBH Group operating approximately 160 facilities nationwide, we aim to provide the highest level of cost performance. Phone response at the front desk was a management issue that needed to be resolved. IVRy has already been helpful, not just for efficiency but also for reducing the psychological burden on the front desk by automatically recording call contents. We are confident that this integration will provide guests with a smooth booking experience at any time and offer employees an environment where they can focus on hospitality.'

Ryoga Okunishi, CEO of IVRy Co., Ltd. 'We believe that starting this integration experiment with Breeze Bay Hotel and TL-Lincoln is a major first step toward solving the challenges of the hospitality industry. By having a 24-hour interactive voice AI complete everything up to reservation confirmation, we deliver maximized sales and reduced workload for hotels, and a stress-free booking experience for guests. We want to create an environment through the power of technology where everyone working on-site can focus on what they truly value, such as hospitality.'