Enhanced Luxury Through AI
How AYANA used AI to elevate the luxury experience
About the company
AYANA Bali is a luxurious world-class integrated resort sprawling over 90 hectares, offering stunning ocean views, 14 swimming pools, a private white-sand beach, and a blend of Balinese culture with modern hospitality.
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Overview
AI with Human Hospitality
Covena built an AI concierge agent for AYANA, one of Bali's largest luxury resort and hotel chains. This agent manages bookings, recommends rooms, promos, and answers FAQs for users instantly.
The solution significantly reduces the time required to respond to the massive volume of customer messages, ensures 24/7 availability, and supports four languages (English, Chinese, Japanese, Korean).
Problem
Delays, confusion, and costly labor for large volume of foreign customers, 24/7.
AYANA, a leading luxury resort and hotel chain in Bali, serves a large number of international customers, each making massive volumes of customer service requests, from multiple time zones.
The customer service staff was overwhelmed, leading to long hold times and delays due to time zone differences. Language barriers further complicated service delivery. This led to growing labor costs and customer dissatisfaction.
Process
Solution
Covena’s AI Personal Hotel Concierge gives AYANA guests a seamless, 24/7 assistant that instantly understands any request, whether it’s a wedding question, a spa inquiry, or a room upgrade, then routes it to the right service flow.
Tapping directly into AYANA’s live database, the agent pulls up to date details on room availability, promotions, and special requests (like securing an ocean-view suite) and can update bookings on the spot.
It communicates fluently in English, Chinese, Japanese, and Korean, while an intuitive AYANA admin dashboard lets staff review chat histories and key performance metrics at a glance.
Result
Massive reduction in delays and costs, increased customer satisfaction
The reservation team reports a sharp drop in routine inquiries, allowing them to focus on more complex requests, and prospects who engage with the AI are now three times more likely to complete a booking than standard website visitors.
