Blog Customer story
Wagenküll Castle & Resort: AI resolved 91% of repeat queries
AI resolved 91% of repeat guest questions at Wagenküll Castle & Resort in the first month with Askly. No development was needed.
In the first month, AI resolved 91% of repeat guest questions at Wagenküll Castle & Resort. No development work was needed.
The best hotel service starts before the guest arrives. Wagenküll Castle & Resort is one of Estonia’s most distinctive vacation destinations, where a historic castle meets modern hospitality.
Guest questions arrived by email, social media and the website, in different languages and at all hours.
The team, led by Merili Puu and Siim Alttoa, decided that this volume needed a smarter approach. They chose Askly.
Why the front desk did manual work while guests waited
Guests book, change plans and ask for information when it suits them. That isn’t always when the team has a free moment, and today’s guests expect an answer right away.
Questions came in by email, Facebook, Instagram and the website, so the team kept switching between channels. That took time, on work AI can already do as well as a person.
Dining, accommodation, access, prices, events: every question landed on the team’s desk, one by one.
An AI agent on the website, with no development
Askly’s AI agent was added to Wagenküll’s website with no IT development.
From the start, the AI answered repeat questions on its own. The team only stepped in where a person can’t be replaced.
Askly detects each guest’s language automatically and greets them in it. Web chat, Facebook and Instagram messages now arrive in one inbox.
Factual questions suit AI, and no guest should wait for those answers. Moments that rest on a guest’s trust need a person.
We helped the Wagenküll team get that balance right.
How Wagenküll set up its AI agent
- We mapped out the topics the AI can handle as well as the team.
- We wrote guidance for the AI on how to direct and help guests.
- The AI answers in a natural, human tone, and its answers are labeled as AI.
- The team can edit any answer in Askly, and changes take effect within seconds.
- The AI replies in the guest’s chosen language. Conversations handed to the team are translated in real time, both ways.
91% of repeat questions resolved in the first month
- 91% of repeat questions were resolved by AI in the first month.
- The team could put its energy where it really matters: guests who need personal attention.
- Guests can now ask for more information on the website day or night, in their own language.
- The team’s productivity grows week by week, with no investment in development.
AI doesn’t replace Wagenküll’s warm welcome or the castle’s atmosphere. It supports the guest experience before and after arrival.
Askly works with hotels, travel companies and many other service providers. More than 1,000 businesses use it, including Tez Tour, Tuusik, Fantaasiareisid, Confido and Tartu University Hospital.
Use technology where it works best, so your people can be where they’re irreplaceable.
Which guest questions does your team answer again and again?
