Customer story · TravelThe digital hotel concierge that makes choosing a hotel faster.
Obilet's Digital Hotel Concierge on hotel detail pages answers hotel-specific questions right on the page, instantly and in a context-aware way.
Obilet is a Turkey-based digital travel platform that brings a range of travel products, including hotel bookings, to users across web and mobile. In this project CBOT set up a Digital Hotel Concierge on Obilet's hotel detail pages as a cloud model, and integrated it with the existing service that supplies hotel features and reviews. The goal was to lower the effort of searching for information on the page and, by delivering the right answer at the moment of decision, to reduce friction on the path to booking. Whichever hotel's page the user is on, the concierge answers that hotel's specific questions right there on the page.
“Whichever hotel's page the user is on, the concierge answers that hotel's specific questions 24/7, instantly and in a context-aware way.”
On hotel detail pages, users often want to move forward by getting a fast answer to a single question rather than reading through the features to decide. Even when the information was on the page, two barriers stood out: the user didn't want to read, or couldn't find the relevant detail and confirm "is this for this hotel?" This uncertainty increased the risk of unnecessary browsing, hesitation and drop-off at the moment of decision.
Users scanned the page to find answers to clear questions like breakfast, parking, location or cancellation.
Even when the information was on the right page, they couldn't always confirm "does this apply to this hotel?"
Even small uncertainty delayed or interrupted the purchase decision.
Hotel-level questions came in high volume and produced repeating patterns.
CBOT designed the concierge to connect three elements. It first takes the context of the hotel the user is currently viewing, combines that context with the hotel's structured data and reviews, and presents the result within a short, natural exchange. So the user gets an answer specific to that exact hotel, instantly, instead of a generic one.
CBOT positioned the concierge to run on the web, on the hotel detail page. Whichever hotel's page the user is on, the concierge takes that hotel's context, so it presents information about that hotel rather than a general policy.
CBOT integrated the concierge with the existing service that pulls hotel features and user reviews. This lets it answer questions from structured feature data (breakfast, parking, pets) and from insight summarized out of the reviews.
The interaction moves with a clear answer to short questions and a single follow-up question when needed. When it can't answer, it hands off to the human support team.
The concierge is fed by existing reviews and facility features; it presents the information the user needs right on the page, instantly and in a context-aware way.
This project showed that a concierge that understands context and is fed by institutional data simplifies the user experience while also reducing operational load.
In later phases, this structure is intended to move beyond delivering information and evolve into a transaction-focused layer that handles booking, change, cancellation and payment operations.
More case studies
Every organization's needs are different, but the impact of a well-designed AI experience is shared: faster processes, easier service and stronger customer engagement. Explore the other success stories we have brought to life across different industries.
Eurasia Tunnel | Eurasia Tunnel 24/7
Pegasus | Pegasus Support
