Case study · Aura · Voice analytics
Every guest call, understood and turned into work
Guests still call the front desk and the room phone — but recordings went unheard, and what a guest asked for rarely became tracked work. Aura's voice analytics transcribes and understands every recorded call, then turns it into a verified request with an owner.
- Client
- Multi-property hotel group
- Scope
- Call recordings & voice analytics
- Approach
- ArgentQ Aura
- Status
- Live
The challenge
Calls recorded. Nothing learned.
Recordings unheard
Hours of guest calls were recorded and never reviewed — the signal in them was lost.
Requests not captured
What a guest asked for on a call rarely became a tracked request with an owner.
No coaching
Without a read on each call, recurring issues and training gaps stayed invisible.
Multilingual calls
Calls across languages were hard to review consistently.
The solution
Analytics on every recorded call
Aura's voice analytics takes the calls the hotel already records, understands what happened on each one, and turns the outcome into verified work — so nothing a guest asked for slips through.
Capture every call
Recordings are captured automatically from the phone system, with nothing lost or duplicated and retention set per hotel.
Transcribe & understand
Each call is transcribed, speakers separated and the language handled, with the key details captured — call type, sentiment, urgency and the items requested.
Turn calls into work
Service requests and food orders are created straight from calls, with the front desk verifying them before they go live.
Coach & report
Call summaries, a 1–5 staff score and request-gap detection feed week-over-week tracking and a weekly PDF on WhatsApp — with transcript and audio on every record.
How it works
From recording to resolved
- 1
Capture — every recorded call is collected automatically, with nothing lost or duplicated.
- 2
Transcribe — each call is turned into text, with speakers separated and the language handled.
- 3
Understand — call type, sentiment, urgency and the items requested are extracted from each call.
- 4
Act — service requests and food orders are auto-created and verified by the front desk before they go live.
- 5
Report — call records keep the transcript and audio, and feed week-over-week tracking and a weekly digest.
What it delivers
Nothing lost between the call and the floor
Every call understood
The outcome of each recorded call is captured, with transcript and audio kept on the record.
Requests that don't slip
What's asked on a call becomes tracked work with an owner, verified before it goes live.
Coaching from real calls
Staff scores and request gaps turn everyday calls into specific, fair coaching.
A live AI phone agent that answers room-phone calls directly is in development.