Why hospitality needs it own AI

Artificial Intelligence is dominating headlines. From ChatGPT to Microsoft Copilot, the message is clear: AI is here, and it can change the way we work. But anyone in hospitality knows our world is different. We don’t run on spreadsheets and code repositories — we run on people, relationships, and moments that matter.

That’s why we built AIVA Revolution. Not as a generic tool, but as a platform designed specifically for hospitality, to solve challenges venues face every single day.

Purpose-Built AI, Not One-Size-Fits-All

At AIVA’s core is a multi-tenanted large language model (LLM) that adapts to each venue. This isn’t just about training on FAQs — it’s about learning a venue’s tone of voice, its unique services, even its personality.

That means couples chatting with Silchester Farm get answers that feel like they’re from Silchester Farm, while a boutique hotel guest hears the warmth and professionalism they expect from that property. Generic platforms can’t replicate that nuance. Hospitality isn’t about being correct — it’s about being personal.

Simple Deployment, SaaS by Design

Another principle we’ve held to is ease of deployment. AIVA is delivered as a modern SaaS platform: nothing to install, nothing to maintain, nothing requiring a DevOps team.

We know venue operators don’t have time for technical rollouts or complex integrations. They want something that’s ready in weeks, not months, intuitive enough for their own teams to use and refine, and flexible enough to grow with them. That’s why onboarding AIVA is as much about coaching operators on hospitality best practice as it is about technical setup.

In other words: the complexity is in the platform, not in the hands of the people using it.

Automation Across Channels, Insights in One Place

Guests don’t stick to a single channel, so AIVA doesn’t either. The platform handles email, web chat, and social media, ensuring a consistent experience wherever enquiries come in.

Behind the scenes, this multi-channel consolidation provides something venues rarely had before: true visibility. Suddenly, operators can see:

• Which questions come up most often
• How enquiry volume shifts seasonally
• Where guest sentiment trends positive or negative
• How response times influence conversion

For the first time, hospitality teams have actionable data about how they communicate.

ROI as a First-Class Requirement

In hospitality, no technology succeeds unless it delivers a clear return. That’s been one of our guiding principles from day one.

At Silchester Farm, where AIVA was born, the impact was immediate: over 70% of enquiries handled automatically, inbox traffic cut by 75%, and couples getting instant, detailed responses 24/7 — all at a cost of £1.19 per hour. Those are the kinds of numbers that make technology pay for itself.

As a CTO, I can say with confidence: AI is only valuable if it balances two things — technical sophistication and financial pragmatism. In this industry, technology doesn’t just need to work. It needs to work and pay back.

The Future: From Reactive to Proactive

The next horizon is where this becomes truly transformative. AIVA is moving beyond answering questions to using data to recommend optimisations.

Imagine the platform identifying that winter wedding enquiries are spiking, then proactively suggesting a seasonal package. Or detecting that response times are strongest in one channel, and nudging teams to shift focus.

That’s when AI becomes not just a support tool, but a strategic partner in running a hospitality business.

Why Purpose-Built Matters

Generic AI platforms will never feel at home in hospitality. This industry has its own pace, its own expectations, and its own pressure points. That’s why AIVA has been built by hospitality, for hospitality — combining deep technology with ease of use, multi-channel automation, actionable insights, and a relentless focus on ROI.

Because in hospitality, if it doesn’t help the team, delight the guest, and improve the bottom line — it won’t last.