AI in hospitality is evolving. Hotels are no longer simply asking whether AI can reduce call volumes – they want to understand how it performs, where it adds value, and how it supports both guests and staff across the organisation.

That shift is exactly what has driven the evolution of the EVA Hotel AI customer portal.

Shaped directly by customer feedback and real operational use, the new portal delivers clearer metrics, deeper insight, and a far more strategic view of EVA’s impact – at both property and group level.

This isn’t a reinvention of EVA. It’s a smarter, more transparent way to see it working.

From headline numbers to meaningful insight

Traditional AI metrics often focus on broad call-reduction claims. While useful, they rarely tell the full story.

The new EVA portal introduces more precise and transparent performance measures, including call containment – calls that start and finish with EVA without human involvement. This allows hotels to clearly distinguish between:

• Workload removed from the front desk
• Queries fully resolved by EVA
• Calls that still require human interaction

Together, these metrics provide a realistic, credible view of EVA’s contribution, enabling better decisions and clearer ROI conversations.

Understanding guest demand – not just call volume

The enhanced portal gives hotels visibility into what guests are actually asking for, not just how often they call.

Key insights include:

• Most common topics and questions
• Service items and requests raised as tickets
• Unrecognised queries that EVA couldn’t answer
• Reasons calls are transferred to staff

This insight turns EVA into a continuous improvement tool, helping hotels refine information, adjust operations, and keep EVA aligned as the property changes – from renamed venues to seasonal events.

Supporting staff, not replacing them

Hospitality remains fundamentally human. EVA’s purpose is to remove friction, not replace people.

By handling repetitive, low-value queries end-to-end, EVA reduces pressure on front desk and guest services teams. Even when calls are transferred, EVA routes them intelligently, minimising disruption and freeing staff to focus on meaningful guest interactions.

The new portal makes this value visible, clearly showing how EVA protects staff time while improving service consistency.

Built for real-world hotel demand

Hotels rarely operate under ideal conditions. Call volumes spike, staffing fluctuates, and busy periods are unpredictable.

The portal’s concurrent call insights highlight a key strength of EVA: it scales instantly.

Multiple guests can call simultaneously and still receive immediate assistance – without hold music, voicemail, or unanswered calls.

For guests, this means a smoother experience. For hotels, it means resilience when it matters most.

A dashboard designed for everyday use

Customer feedback shaped the portal’s redesign. Information is now organised into clear, intuitive tabs, making it easy to explore:

• Call volumes and durations
• Internal vs external calls
• Time-of-day trends
• Transfer destinations and messaging activity

Whether used daily or periodically, the portal is built to be practical, accessible, and easy to understand.

Proactive performance monitoring with scheduled reporting

To support long-term success, the portal includes automated scheduled reports delivered directly to inboxes.

Rather than relying on manual logins, hotels can monitor EVA performance over time, spot changes early, and maintain consistent results – ensuring EVA continues to deliver value well beyond the initial rollout.

Group-level insight for brands, management companies and owners

For hotel brands, management companies, and ownership groups, the new EVA portal unlocks an even greater level of strategic value.

With visibility across multiple properties, stakeholders can:

• Compare performance across hotels within a brand or portfolio
• Identify which properties are achieving high levels of call containment and guest self-service
• Spot hotels with lower engagement or higher transfer rates that may need additional support or optimisation
• Understand common guest needs and trends across regions or brands

This group-level insight makes it easier to benchmark performance, share best practice, and focus resources where they will have the greatest impact. Rather than relying on anecdotal feedback or isolated reports, brands gain a consistent, data-driven view of how guest engagement is performing across their estate.

Built to evolve as hotels evolve

Hotels change constantly – staff move on, venues are rebranded, events come and go.

By surfacing unrecognised queries and emerging trends, the portal highlights when EVA needs updating, ensuring it stays accurate, relevant, and aligned with real-world operations at both property and group level.

Data that goes beyond the dashboard

For deeper analysis, EVA data can be exported for use in business intelligence tools. This allows brands and owners to combine EVA insights with wider operational and guest experience data, supporting more informed strategic decisions.

Leading the way with realistic, responsible hotel AI

The evolution of the EVA customer portal reflects a broader shift in hotel AI – away from hype, and towards clarity, credibility, and measurable value.

EVA isn’t about automating everything or removing human interaction. It’s about handling the right interactions at the right time – and making that value visible across individual hotels and entire portfolios.

With enhanced insights, customer-led improvements, and powerful group-level reporting, the new EVA portal sets a new benchmark for how hotel AI should be delivered, measured, and understood.

To learn more about EVA AI, and how it can benefit your property, speak to a member of our team.

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Deploying EVA our cutting-edge artificial intelligence technology, which isn’t just another chatbot, it’s a human-like AI assistant who’s here to make guests stay effortlessly. Available 24/7/365, EVA understands natural language, anticipates the guests’ needs, and handles multiple requests at once. just like a real team member.

Need two towels and some toothpaste? Or want to book a dinner table for two on Tuesday at 19:30? Simply ask EVA, it is ready to help anytime, anywhere.

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With the deployment of the Evolution Virtual Agent (EVA), Marriott’s Sabal Palms is embracing cutting-edge technology designed to enhance guest experiences and streamline hotel operations. EVA empowers hotel teams by handling guest inquiries quickly and efficiently, allowing staff to focus on delivering exceptional service and creating memorable stays.

Guests can now say goodbye to long wait times or the frustration of trying to reach the front desk. With EVA, everything they need is just a conversation away from requesting fresh towels to getting local recommendations, all through a seamless, intuitive AI-powered experience.

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In today’s fast-paced hospitality landscape, delivering seamless guest experiences and operational efficiency is more important than ever. Artificial Intelligence (AI), like the Evolution Virtual Agent (EVA) from Fourteen IP, is transforming how hotels interact with guests and streamline services.

Here’s how:

Elevate Guest Interactions

AI-powered systems can improve guest interactions by managing telephone or text requests. AI can manage requests 24/7/365 and works in multiple languages. This means guests’ issues can be resolved efficiently, no matter how busy the front desk staff are.

Manage External Inbound Calls with Personalised Service

AI greets callers using their name and loyalty status and handles reservation changes, directions, check-ins, and more, without a human operator.

Streamline Internal Guest Requests

AI effortlessly handles internal guest calls. It can handle inquiries such as late check-out requests, breakfast times, gym and pool opening hours, housekeeping, and complaints.

Serve as a Smart Corporate Directory

Beyond guest services, AI can transfer calls to staff and departments, book vacations, log property issues, and reset passwords-supercharging internal communication.

Manage Outgoing Calls Efficiently

You can use AI for guest satisfaction surveys, event invitations, booking updates (e.g., due to weather), staff rota notifications, and secure voice-biometric authentication automated for efficiency.

Handle social media & messaging

From SMS to WhatsApp, Facebook, and email-AI manages guest enquiries across platforms 24/7, ensuring no message goes unanswered.

Enable More Human, Empathetic Service

By taking over routine tasks, AI frees front desk teams to focus on face-to-face interactions and complex guest needs, elevating staff morale and creativity.

Meet EVA

Here at Fourteen IP, we are revolutionising the hospitality industry with cutting-edge artificial intelligence technology designed to enhance guest experiences and streamline hotel operations. Say goodbye to long wait times and frustrating phone calls to the front desk – with EVA (Evolution Virtual Agent ), everything guests need is just a conversation away.

EVA integrates with front- and back-of-house software, handles calls and chats, manages wake-up calls and maintenance requests, and delivers exceptional ROI-reducing operator costs while enhancing guest experience.

To learn more about the benefits of AI in hotels, download our full guide.

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The successful deployment of our Evolution Voice solution, along with EVA, our cutting-edge artificial intelligence technology designed to elevate the guest experience, ensures they are fully equipped with the latest innovations in hospitality.

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Discover The Westin Princeville Ocean Resort Villas on North Shore Kauai. The Hawaii, Kauai vacation ownership resort is situated on the cliffside overlooking the Pacific, near Anini Beach and a short drive from picturesque Hanalei Bay. Explore The Wai`oli Mission and splendid 1,000-acre Limahuli Garden. Unwind and refuel after your adventures at the Princeville Bistro or the Nanea Bar & Grill restaurant. After you experience our North Shore activities, energize at the 24-hour WestinWORKOUT® Fitness Studio or swim in one of the sparkling outdoor pools overlooking the ocean at the Princeville resort. Embrace pure tranquility with a soothing massage in an open-air cabana.

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Seasonal Spikes Challenge Guest Service Quality

Seasonal peaks bring surges in bookings – and stress on hotel operations. Front desk staff juggle check‑ins, in‑person guest needs, and a flood of calls. When calls go unanswered, reservations are missed, and revenue opportunities vanish.

According to an AHLA survey (Feb 2024), 67% of hoteliers are facing staffing shortages, with 12% calling them “severe.” Meanwhile, 87% of CX leaders report that guests expect instant, knowledgeable responses. Peak season amplifies the gap: reduced staff availability, longer wait times, and rising guest frustration.

Why Traditional Staffing Models Fall Short

Seasonal hires offer limited relief. Training takes time, ramp‑up is unpredictable, and scaling back post-season creates instability. Traditional IVR systems don’t solve the issue either. Guests get easily frustrated and often abandon calls when they can’t quickly reach the information or service they need.

Meet EVA AI: Fourteen IP’s Virtual Assistant for Hospitality

EVA (Evolution Virtual Agent) is a conversational voice AI designed specifically for hotels. Operating 24/7/365, EVA uses natural language processing to answer questions, make reservations, and route calls – reducing front desk phone volume by up to 75%.

Unlike keyword-based IVRs, EVA allows guests to speak naturally:

• Guest-led – Guests can talk to EVA like a live agent, making multiple requests at a time like e.g., “Book a table at 7 and send extra towels to my room” and EVA can understand and responds accordingly.
• Multilingual & omnichannel – Whether it’s in English, French, Spanish, German or Italian – over SMS or chat, EVA can talk to guests in whichever way they prefer.

Consistent Guest Experience Across Every Location

EVA ensures brand consistency across all properties. Updates to FAQs, processes, or promotions are deployed once and instantly apply to every location. Integration with PMS, CRM, and Evolution Voice cloud telephony enables EVA to greet guests by name, recognize loyalty tiers, and personalize interactions.

Free Staff from Phones During Peak Seasons

EVA handles high‑volume routine calls, such as:

• Check‑in/check‑out times
• Housekeeping and maintenance requests
• Spa or restaurant bookings
• Event and amenity information

By offloading these calls, EVA reduces the burden on front desk staff, allowing them to focus on delivering exceptional in‑person experiences. EVA can also send guests SMS confirmations, booking links, or directions-keeping them informed without tying up staff time.

Turn Guest Conversations into Actionable Insights

Every interaction with EVA generates valuable insights:

• Identify common pain points
• Spots upsell opportunities
• Asks for guest feedback to gather essential marketing information to drive guest loyalty.
• Improve staff training with real examples
• Optimize operations before the next peak season

This continuous feedback loop strengthens guest satisfaction and operational efficiency.

Peak Season Success Without Extra Hiring

With EVA integrated into your PBX or paired with Fourteen IP’s Evolution Voice, hotels can:

• Handle surges in call volume
• Maintain brand consistency
• Reduce seasonal staffing dependency
• Improve guest experiences without adding strain to teams

EVA AI equips hotels to manage seasonal spikes effortlessly, automating routine inquiries, delivering consistent service, and freeing staff to create memorable guest experiences.

Book a Consultation now and see how we can help.

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Free up customer facing staff for VIPs

In hospitality, every guest interaction matters, yet front desk teams are stretched thin. Between ringing phones, last minute guest requests and in-person check ins, it’s easy for staff to be overwhelmed, and for guests to feel frustrated.

This is where EVA AI, 14IP’s AI-powered virtual assistant that’s approved by leading hotel brands, steps in.

With EVA, hotel staff are freed from being tethered to the phone. This means they can focus on what matters most: delivering exceptional, in-person guest experiences.

Why Hotels Can’t Afford to Ignore AI

Guest expectations have evolved. Today’s travellers want speed, convenience, and personalization, without sacrificing the warmth of human interaction. They expect service on their terms-whether through a phone call, a message, or a voice assistant in their room.

The challenge for hoteliers? Staffing shortages and increasing pressure to deliver 24/7 service make it nearly impossible to meet these demands without technology. Thanks to EVA AI, hotel guests can have a personalised experience, with communication 24/7/365.

Introducing EVA AI: Your Digital Concierge

EVA isn’t just another chatbot. It’s a comprehensive human-like virtual assistant powered by advanced AI algorithms that understand natural language, anticipate guest needs and provide 24/7/365 personalised assistance.

Key benefits include:

• Instant Responses 24/7: With EVA, guests get answers, make bookings or order room service anytime, without adding to your team’s workload.
• Clear Communication: Whether it’s English, French, Spanish, German or Italian – over SMS or chat – EVA can speak to guests however they prefer.
• Personal Experience: EVA can remember preferences and capture feedback in real time, helping you offer a more tailored experience to your guests.
• Smooth stays with less friction: Tasks that used to take minutes now take moments. EVA can give guests a fast, easy experience, from check- in, to check-out

Real-World Scenarios

• Pre-Arrival: Guests upgrade their room or book a spa treatment before they even check in.
• During Stay: From room service and housekeeping requests, reservation modifications and local recommendations, EVA can assist guests and reduce the burden on your front desk staff.
• Post-Stay: Automated feedback collection ensures continuous improvement and guest loyalty.

Omnichannel by Design

Today’s guests don’t stick to one channel. They call, text, use apps, and also chat via your website. EVA AI is omnichannel, providing a seamless experience across every touchpoint. While integrating with your hotel’s tech stack-PMS, booking engines, and CRM systems-so information flows in real time.

The Future of Hospitality Engagement

The best hospitality has always been about making every guest feel like a VIP. With EVA AI, that feeling can now scale. Every interaction-whether it’s a quick booking or a complex request becomes effortless and memorable.

Ready to deliver exceptional guest experiences at scale?
Learn more about EVA AI for Hotels

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