Akeel JabberInvestment Director, Horizen Capital · Investor, Entrepreneur and Petroleum Engineer

The future of guest communication — fully automated? ☎️

23 Apr 2026 · 1 min

Watch on YouTube

1:01

In this segment, the speaker argues that AI will soon enable almost fully automated guest communications and management in the hospitality industry. He highlights JourneyOS’s “pre‑populated answers” feature, which presents agents with ready‑made replies to messages from platforms like Airbnb, Booking.com, or SMS. Currently, about 90 % of these suggested replies are sent without any editing, indicating that the technology is already close to achieving full automation. The speaker emphasizes that guest management represents a major cost for hospitality companies, making this near‑term automation trend both high‑impact and urgent for industry stakeholders.

Chapters

And then more specifically, just to focus on the AI side, I think guest communications and guest management is going to get almost fully automated or close to fully automated. We have data points of— so we have something called pre-populated answers, which is not a full autonomous mode. It's when people go on JourneyOS and they see a message, whether it comes from Airbnb or it's a text message or Or comes from Booking.com, the message from the guest, and then we have a pre-populated answer there. Right now we are close to 90% of those answers being sent as is without any type of editing. That means that we're close to 90% already of potential full automations of guest communication. That's a huge number. And guest management is a big cost for a lot of these companies. So that's some of the most immediate trends and things that I think anybody in the industry should be looking at. Immediately.