Customer case study

Airbnb Host's

AI-powered concierge chatbot that provides round-the-clock assistance to Airbnb guests, addressing common inquiries and escalating issues when necessary.

At Nort Labs, we excel in leveraging artificial intelligence to redefine customer engagement within the hospitality industry. Our state-of-the-art Multilingual Concierge Assistant has empowered Airbnb hosts to significantly improve interactions with their guests, transcending traditional communication barriers. By implementing this AI-driven solution, we have enhanced the ability of hosts to manage inquiries in multiple languages around the clock, optimizing both guest satisfaction and operational efficiency. This strategic innovation ensures that Airbnb hosts can provide a highly personalized service experience.

Hosts often grapple with an array of guest inquiries at all hours, from “What’s the Wi-Fi password?” to “Where are the extra towels stored?” and “Can you recommend a nearby restaurant?” This can become particularly overwhelming for those managing multiple properties. The Concierge Assistant addresses these pain points by instantly providing accurate information and freeing up hosts to focus on enhancing the overall guest experience.

“The introduction of the Concierge Assistant from Nort Labs has been transformative,” noted an Airbnb host. “This AI solution has not only simplified our communication processes but has also elevated our guest interactions. We are now better equipped to meet diverse guest needs promptly, which has been instrumental in improving our service delivery and guest satisfaction.”

Client: Airbnb Hosts Globally
Industry: Hospitality
Solution Provider: Nort Labs

Process of implementation

Airbnb hosts recognize the potential to significantly advance their operations by integrating AI technology. Here’s a quick overview of our implementation process for this innovative solution.

  • Phase 1

Convenient Access: Place QR codes in strategic locations within the Airbnb property, such as on the welcome desk or in the guest rooms. Guests can scan these QR codes to instantly connect with the Concierge Assistant, allowing them to receive immediate assistance without the need for downloading additional apps.

Phase 1
Phase 2
  • Phase 2

Guest Interaction Records: The AI collects and logs queries and interactions from guests, which provides valuable data on common concerns and preferences. This information is critical for improving the service quality and tailoring interactions to guest needs.

  • Phase 3

Instant Response and Interaction: The AI utilizes natural language processing to understand and respond to guest queries in real-time. Whether a guest needs the WiFi password, extra towels, or local restaurant recommendations, the AI provides prompt and accurate information.

Phase 3
Phase 4
  • Phase 4

Language Inclusivity: To cater to a diverse clientele, the AI is equipped with multilingual capabilities, allowing it to communicate in various languages. This feature breaks down language barriers and ensures that non-English speaking guests receive the same level of service and convenience.

  • Phase 5

Issue Handling: The AI is programmed to recognize when a guest issue needs to be escalated to human hosts or property managers. For instance, if a maintenance issue arises that the AI cannot resolve, it alerts the appropriate contact to handle the situation efficiently.

Phase 5
Phase 6
  • Phase 6

Seamless System Integration: The Concierge Assistant integrates smoothly with existing property management systems and platforms that hosts are already using, ensuring a unified approach to guest management and communication.

  • Phase 7

Continuous Learning and Adaptation: The AI system regularly collects feedback from interactions to learn and adapt its responses. This continuous improvement cycle ensures that the AI becomes more effective over time at meeting guest needs and enhancing their stay experience.

Phase 7
Executive Summary

This case study examines the implementation of a multilingual Concierge Assistant by Nort Labs, designed to support Airbnb hosts by managing guest communications 24/7. This AI-powered solution addresses inquiries and streamlines operations while breaking down language barriers, ensuring a seamless experience for both hosts and guests from diverse linguistic backgrounds.


Airbnb hosts frequently encounter challenges that include:

  • Handling frequent guest inquiries at all hours, which can be overwhelming for hosts, especially those managing multiple properties.
  • Communicating effectively with guests who speak different languages.
  • Quickly escalating urgent issues without the immediate availability of the host.
  • Ensuring a uniform guest experience across multiple listings.
  • Managing timely check-ins and check-outs, particularly with unpredictable guest schedules.
  • Quickly accommodating unique or last-minute guest needs effectively.
  • Keeping guests updated with local regulations and safety protocols efficiently.
  • Addressing property-related technical issues swiftly to maintain guest satisfaction.

The primary goals for the Concierge Assistant included:

  • Providing instant, accurate responses to common guest questions regarding property specifics and local recommendations.
  • Offering support in multiple languages to enhance communication with international guests.
  • Automating the escalation of issues to appropriate contacts like property managers or maintenance staff when necessary.

Nort Labs developed a Concierge Assistant with the following capabilities:

  • AI-Driven Communication: Utilizes natural language processing to deliver accurate, context-aware responses to guest inquiries.
  • Multilingual Support: Equipped to converse in multiple languages, making interactions smoother for non-English speaking guests.
  • Smart Escalation Protocols: Automatically identifies and escalates issues based on predefined criteria to ensure timely attention from the relevant personnel.
  • Integration Across Platforms: Accessible via popular messaging apps and platforms to ensure ease of use for guests.

The implementation process included several key phases:

  1. Initial Consultation and Planning: Engaged with Airbnb hosts to identify typical guest queries and escalation needs.
  2. Customization and Localization: Tailored the Concierge Assistant’s responses to each property and configured multilingual capabilities.
  3. Prototype Development and Testing: Developed a prototype and conducted pilot testing with a select group of Airbnb listings.
  4. Full Deployment: Rolled out the fully functional Concierge Assistant across participating Airbnb properties.
  5. Ongoing Support and Upgrades: Provided continuous support and regular updates to enhance functionality and incorporate additional languages.

Post-implementation, the Concierge Assistant achieved impressive outcomes:

  • Enhanced Guest Satisfaction: Improved communication led to a noticeable increase in guest satisfaction scores.
  • Reduction in Host Workload: Hosts reported a 40% reduction in direct communication needs, allowing them more time to focus on other aspects of service enhancement.
  • Increased Booking Rates: Properties offering multilingual support saw a 25% increase in bookings from non-English speaking guests.

Hosts appreciated the ease and efficiency of the Concierge Assistant, noting significant improvements in handling guest interactions. Guests praised the immediate assistance and language support, which made their stays more comfortable.


The deployment of the Concierge Assistant by Nort Labs marked a transformative step in harnessing AI within the hospitality sector. By integrating multilingual support and automating routine communication tasks, this sophisticated solution has not only elevated the guest experience but also significantly streamlined operational efficiencies for Airbnb hosts. This strategic enhancement allows hosts to manage their properties more effectively, ensuring that all guest interactions are handled with precision and care, regardless of language barriers. As a result, hosts can focus on broader aspects of guest hospitality, fostering a more welcoming and accommodating environment. This adoption of AI in everyday operations sets a new benchmark in the industry, showcasing the potential of technology to revolutionize traditional service models.

Future Directions

Looking ahead, we plan to expand the Concierge Assistant’s capabilities to include more languages and integrate with emerging technologies to further enhance guest interactions and operational efficiency.

This case study highlights the transformative potential of AI in hospitality, offering a roadmap for similar implementations in diverse service-oriented sectors.

Nort Labs Ltd ® London.


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