Anivatar / Digital concierge

Guests ask. Your team knows what’s next.

An Anivatar character talks with guests on your hotel website or a screen in the lobby. It answers from hotel-approved information and helps route requests to the right team.

Discuss a pilotExplore the scenarios
A guest with a suitcase talks to a digital character on a screen in a hotel lobby.
Concept visual of a lobby kiosk

Guests ask once. The right team gets the request.

Details can get lost when shifts change or a request moves between departments. The concierge captures them during the conversation so staff can get straight to the issue.

  1. Understands the request

    Guests ask in their own words. The concierge clarifies what they need and asks for details such as an arrival time or party size.

  2. Follows the hotel’s rules

    It explains breakfast hours, directions and policies using approved information. For changes and bookings, it collects the details needed for a decision.

  3. Passes the details to staff

    With a request channel connected, the right team gets the request, timing and preferences. Staff check availability and confirm the next step with the guest.

Simulated conversation

What happens after a guest asks?

Choose a situation to see how the concierge responds and what staff receive when they need to make a decision.

Guest
Could we check out tomorrow at 2 pm instead of 11 am?
Digital concierge
I can pass your request to check out tomorrow at 2 pm to the front desk. They’ll confirm whether that’s possible.

Request for the front desk

Late checkout · tomorrow, 2 pm

Awaiting front desk confirmation

The front desk checks room availability and any fee, then confirms the checkout time under the hotel’s policy.

From planning an arrival to the final request.

Each team has its own procedures. We choose where conversation helps guests and gives staff the information they need to act.

A guest with a suitcase walks towards the hotel front desk. Eva appears on a kiosk screen to the left.
Concept image of an Eva kiosk beside the front desk

  • Arrival and front desk

    Directions, parking, check-in times and late-arrival instructions. Unusual requests go to the front desk.

  • Rooms and guest services

    Explains hotel policies and captures details about requests such as extra towels so staff know what’s needed and where.

  • Dining and bar

    Answers questions about hours, menus and tables. It records preferences and refers allergy questions to staff under the hotel’s procedure.

  • Spa and leisure

    Explains approved options and collects treatment and timing preferences. The spa team or booking system confirms availability.

  • Events and special occasions

    Summarises dates, group size and requirements for private dinners, celebrations and meeting-room enquiries.

  • Departure

    Explains checkout and how to arrange transport, or prepares a late-checkout request for the front desk.

Your hotel’s voice. Your team’s rules.

We adapt the character, tone and languages to your guests and each channel. The lobby greeting can differ from the way it answers pre-arrival questions. Staff decide which sources it uses and when they take over.

  • Knowledge and tone

    The hotel approves the information, languages and tone the character uses with guests.

  • Staff handover

    We agree which requests go to the front desk, restaurant or another team and what details they need.

  • System access

    Checking availability, routing requests and changing bookings require the right integrations and permissions.

Eva from the Anivatar gallery, an example of a character for the concierge role.
Eva / Anivatar

Start with one task at your hotel

Let’s choose one moment and one channel, such as pre-arrival questions on the hotel website. We’ll agree how to assess answers and when staff should step in.

  1. Choose a moment

    Identify recurring questions and the requests staff often have to clarify. Pick one place to start.

  2. Agree the rules

    Gather approved answers, agree what details each request should include, and identify the team that will receive it.

  3. Test with staff

    Try common questions and situations where information is missing, an integration is unavailable or staff must make a decision.

  4. Review the pilot

    Set a review period and conversation sample. Use the findings to improve answers, refine handovers or extend the scope.

What we measure in the pilot

Answer accuracy
Share of reviewed answers that follow the hotel’s current information and policies.
Request completeness
Share of forwarded requests that include the details staff need to act.

What should we agree before rollout?

Do we need to connect our hotel management system first?

Approved materials are enough for questions about hotel services, directions and policies. Live room availability, booking data and changes require the right integrations and permissions.

Where can it work, and in which languages?

The first channel can be the hotel website or a lobby screen. We choose languages and voices for your guests and test the pronunciation of the hotel and local place names.

What if staff need to decide or information is missing?

The hotel sets the handover rules. The concierge explains the next step, such as front desk confirmation, and directs the guest to the agreed point of contact.

What information does staff receive?

We agree what each task requires and who can access it. A dining request, for example, can include a time, party size and seating preference.

Can a guest continue the conversation on another channel?

The concierge uses details already provided during the conversation. Continuity across channels requires a shared session or request and agreement on which information may be carried over.

Which conversation should we start with at your hotel?

Tell us about a request that regularly reaches your front desk. We’ll work out what the concierge can handle and when your team should take over.

Discuss a pilotTry the general Anivatar demo