Route by location before property.
Live calls showed guests usually started with a destination, not a villa name. Changed routing to collect location first, reducing early back-and-forth.
Iro AI / Lohono Stays
Night Shift Agent
After-hours villa enquiries with a clear next step.
- Role
- Founder & Product Lead
- Delivery
- Seven-week live pilot
- Scope
- Five agents, roughly 300 calls a day
90% of call scenarios handled end to end. The remaining scenarios moved to human follow-up, with caller details and a callback window preserved. The client approved full handover after reviewing the pilot.
The problem
Guests called from different time zones while no representatives were available overnight. Enquiries reached voicemail instead of progressing toward a booking.
Product decisions
Keep specialist handling inside one conversation.
Orchestrated five flows for triage, availability, property details, booking support and non-business calls. Guests experienced one continuous interaction.
Make human follow-up part of the product.
Unresolved enquiries retained contact details and a next-morning callback window. Noise or unclear intent could lead to follow-up rather than a dead end.
Pilot results
Live use
Roughly 300 calls a day over seven weeks, across real guest enquiries and noisy calling conditions.
Resolution
90% of call scenarios handled end to end. The remaining 10% escalated with details preserved for next-day follow-up.
Iteration
Reviewed answer gaps weekly and updated knowledge coverage. Changed routing around observed caller behavior.