Why Hotels Want AI Support Built Into Their Everyday Software—Not Hidden in a Helpdesk

A night manager at a five-star hotel in Mumbai faces the same problem as his counterpart in Dubai: the property management system has crashed during peak check-in hours, guests are queuing at reception, and calling the help desk means waiting on hold while tensions rise. This scenario plays out nightly across India’s hotel sector, where staff report taking up to three years to become fully confident with complex management systems.

IDS Next has responded by deploying Salesforce’s autonomous AI agent, Agentforce, directly into its hospitality software suite. The move makes IDS Next the first global hospitality ERP provider to embed autonomous AI support within its core products, eliminating the need for separate help portals or support tickets during critical operational moments.

The Bet on Embedded AI

Rather than forcing hotel staff to navigate separate support channels, Agentforce sits inside IDS Next’s product portfolio where employees actually work. The AI agents autonomously retrieve data, generate task plans and execute resolutions without requiring staff to leave their workflow or wait for human support.

Traditional help desk systems create friction precisely when hotels need speed most – during guest check-ins, system failures or peak service periods. Hotels using embedded AI support report handling up to 80% of technical queries instantly, with a 31% increase in problem resolution satisfaction compared to traditional help desk models.

‘With Agentforce, we are supporting forward-looking companies like IDS Next to reimagine customer service by embedding intelligence and automation into every interaction’, said Arun Parameswaran, EVP & Managing Director for Sales & Distribution at Salesforce South Asia.

Real-World Impact for Staff and Owners

The change affects two distinct user groups within hotel operations. For frontline staff – from new hires to experienced managers – embedded AI eliminates the bottleneck of support tickets and request queues. New employees can access operational knowledge instantly, dramatically reducing the onboarding period that typically stretches across months in complex hotel management systems.

Experienced staff save time on routine queries, allowing them to focus on guest-facing activities rather than wrestling with software issues. The AI handles repetitive technical tasks autonomously, adapting to changing conditions without human intervention.

For hotel owners and operators, the efficiency gains translate directly to operational costs. Reduced downtime means fewer disrupted guest experiences and less staff frustration. The system’s ability to provide real-time fixes within daily workflows eliminates the productivity losses associated with traditional support channels.

This approach mirrors what other sectors are discovering about practical AI implementation – that embedding intelligence where people actually work delivers better results than bolt-on solutions.

‘AI is enabling businesses to automate work, allowing employees to focus on the critical, high-value tasks that truly drive success’, said Reeves Mathews, Vice President – Global Customer Success & Professional Services at IDS Next.

Scale Matters for AI Integration

IDS Next’s position as Asia’s largest hospitality solutions provider enables this comprehensive approach to AI integration. The company powers over 300,000 rooms, supports 220+ hotel chains, manages 25,000+ point-of-sale outlets and operates across 50+ countries. This scale provides the data foundation and user base necessary for effective AI deployment.

The company’s existing infrastructure already includes 24/7 support, multilingual communication capabilities and disaster recovery centres across India and Sri Lanka. The AI integration represents an extension of this always-on support philosophy rather than a standalone addition.

Major hospitality brands including Wyndham Hotels & Resorts, Taj Hotels and ITC Hotels already rely on IDS Next’s platform across regions including South Asia, Africa and the Middle East. This established presence in emerging markets, where over 52% of managers report that system training takes four months to three years, makes embedded AI support particularly valuable.

‘This development is a natural progression in our commitment to providing our customers with the most efficient and advanced tools in the hospitality tech space’, said Binu Mathews, CEO of IDS Next.

What to Watch Next

The move puts pressure on established competitors including Oracle Hospitality OPERA and Agilysys to match embedded AI capabilities. Oracle has already introduced AI features in guest check-in processes, whilst industry analysts warn that hotels risk becoming invisible to AI-powered booking systems if they fail to implement agent-friendly infrastructure within 12-18 months.

Hotel operators evaluating AI-backed systems should probe vendors on integration depth – whether AI agents operate within core workflows or require separate interfaces. The distinction between embedded support and bolt-on chatbots will determine whether AI reduces operational friction or simply creates another system to manage.

The competitive pressure centres on having smarter support systems that blend seamlessly into business operations, whether that’s front desk check-ins or back-office inventory management. Hotels that can resolve technical issues without leaving their primary workflows gain operational advantages that compound during peak periods when every minute matters.