“More than 10 million conversations with guests, across thousands of hotels worldwide, have shown us what the future of hospitality looks like,” said Gurtej Gill, vice-president of AI operations and adoption at Canary Technologies.
The hospitality technology and AI provider has published “From Answers to Actions: What Millions of Guest Interactions Reveal About AI Inside the Stay”, a report based on its own usage data.
The analysis covers more than 10 million AI-powered interactions from calls, SMS and web chats across thousands of hotels in over 100 countries.
Unsurprisingly, Canary says, AI replies faster, with a median response time of nine seconds. Some 99% of AI responses arrive in under 30 seconds, whereas human teams have a median of three minutes, with a quarter taking more than 15 minutes and one in eight more than an hour.
The report also finds that AI replies better. Six in ten answers go beyond generic information to adapt to the guest’s individual context. Guests who interacted with AI were 11% more likely to leave a five‑star rating. Hotels using AI messaging saw average upsell revenue rise by 54% over their first six months of use.
Canary frames agentic capability as the next step in automating on‑stay operations.
The figures suggest AI can simultaneously improve guest experience and hotel performance, in a context where 45% of requests relate to revenue‑generating activities. Some 41% of calls come outside office hours (9am–6pm) and 32% concern reservations, shifting revenue capture beyond opening times. When an upsell offer receives a reply in under five minutes, conversion hits 25%, compared with 21% beyond that.
Canary says agentic AI can reduce handover errors, streamline execution and speed up transactional requests by working across teams and systems during the stay.
“Customers want their specific requests handled quickly and efficiently,” said Gill.
“To achieve this, you need an agentic AI able to operate across all of a property’s teams and systems, so that hotels deliver excellent service, improve their operations and generate new revenue.”
Canary will present these findings at The Hospitality Show in Miami from 2 to 4 November 2026.
The company claims a base of more than 20,000 hotels across over 125 countries.
