RateGain Launches UNO VIVA as the Future of Hotel Reservation Management with AI-Powered Voice Technology

Published on April 28, 2025

In an era where technology is reshaping customer experiences across all industries, RateGain Travel Technologies Limited, a global leader in AI-powered SaaS solutions, has announced the launch of UNO VIVA, an advanced AI voice agent specifically designed to revolutionize the way hotels manage reservations. Integrated with the Central Reservation System (CRS), UNO VIVA promises to transform the reservation process, offering hotels an efficient and responsive way to handle guest inquiries, increase operational efficiency, and elevate guest satisfaction.

UNO VIVA leverages the power of UNO, RateGain’s cutting-edge AI hotel commerce platform, which enables it to streamline and enhance various hotel functions. By incorporating this voice agent into the reservation system, hotels can automate a significant portion of their reservation-related calls, providing an intuitive, round-the-clock assistant that caters to guests’ needs with minimal human intervention.

Breaking New Ground with AI Integration

UNO VIVA offers a next-generation solution by integrating seamlessly with a hotel’s existing property management systems (PMS) and CRS. The intelligent voice agent serves as a standalone solution or works in conjunction with these systems, enabling hotels to effortlessly manage guest interactions across multiple channels. It provides a vital link between technology and customer service, addressing common challenges that many hotel staff face—repetitive queries, inconsistent responses, and missed opportunities due to human error.

The beauty of UNO VIVA lies in its automatic speech recognition (ASR) capabilities, which allow it to process and understand over 18 languages. This multilingual feature is particularly crucial in the global hospitality industry, where guests often communicate in a variety of languages. By enhancing communication across a broader spectrum of cultures and languages, UNO VIVA ensures that guests feel understood and valued, regardless of their origin.

The AI voice agent’s capacity to understand and respond to guest inquiries efficiently leads to faster call resolutions, boosting customer satisfaction and preventing lost revenue opportunities. According to industry studies, nearly 90% of incoming hotel calls are repetitive, ranging from simple reservation inquiries to requests for booking modifications. With traditional human agents often handling a high volume of such calls, the workload becomes overwhelming. Consequently, inconsistent or delayed responses can lead to poor guest experiences, especially when handling high-value or complex reservations.

UNO VIVA tackles these issues head-on by automating routine tasks and enabling swift, accurate responses. This efficiency is a significant step toward reducing the strain on front desk operations, freeing up staff to focus on more personalized guest interactions, and enhancing the overall guest experience.

Tackling Key Challenges in the Hospitality Industry

One of the most pressing challenges in the hospitality industry is the consistent handling of incoming calls. A staggering 40% of voice reservations go unanswered due to issues such as staff turnover, agent fatigue, language barriers, insufficient training, and real-time data discrepancies. These challenges can lead to significant revenue loss, missed booking opportunities, and frustrated guests. With UNO VIVA, hotels can mitigate these issues by deploying an intelligent assistant that works tirelessly around the clock.

UNO VIVA’s ability to answer repetitive and routine inquiries with precision significantly reduces the risk of errors. Its integration with real-time data systems ensures that guest inquiries about pricing, availability, and booking status are always accurate, eliminating common pricing errors that occur when human agents are juggling multiple tasks. Furthermore, the AI-powered voice agent can instantly confirm reservations, modify existing bookings, or even cancel reservations based on guest preferences, reducing the chances of overbooking or administrative mistakes.

The benefits extend beyond operational efficiency. By providing guests with the convenience of a quick and efficient booking experience, UNO VIVA helps hotels maintain a positive reputation, ensuring that guests have a smooth, hassle-free experience from start to finish. This, in turn, can lead to increased customer loyalty and repeat business, two vital factors for success in the highly competitive hospitality sector.

Increased Revenue Potential and Cost Savings

The ability to handle reservations and guest interactions with speed and accuracy not only boosts operational efficiency but also translates into improved financial outcomes for hotels. By automating the reservation process, UNO VIVA opens up the potential for hotels to increase their average booking value, recover lost revenue, and reduce operational costs. Staff no longer need to spend valuable time answering repetitive questions or handling minor booking requests, allowing them to focus on higher-value tasks that contribute to the hotel’s bottom line.

UNO VIVA is designed for quick integration and ease of use, with results visible within a week of deployment. This fast turnaround time means that hotels can see a return on their investment almost immediately, without the long waiting periods often associated with implementing new technologies. Additionally, since the AI voice agent is available 24/7, it enables hotels to capture bookings outside of traditional office hours, further extending their revenue-generating opportunities.

Furthermore, UNO VIVA can be deployed across various touchpoints, including website chat, voice calls, and other digital platforms, creating a cohesive and seamless booking experience for guests. This omnichannel approach ensures that regardless of how guests choose to interact with the hotel, they receive a consistent and efficient service.

Enhanced Guest Experience and Personalization

In today’s competitive market, guest experience is paramount. UNO VIVA doesn’t just answer basic reservation queries; it understands the needs of each guest and can suggest suitable properties based on their preferences and location. For example, if a guest inquires about booking a beachside property, UNO VIVA can recommend a hotel with ocean views, tailored to the guest’s specific interests.

This level of personalization is crucial in today’s hospitality landscape, where customers are looking for unique, tailored experiences. With the ability to make recommendations based on guest data, UNO VIVA enhances the guest experience while streamlining the reservation process.

Moreover, the AI voice agent continuously learns and adapts to new inquiries, improving its ability to handle increasingly complex requests over time. This adaptability ensures that UNO VIVA remains effective and relevant, even as customer expectations and market demands evolve.

The Future of Hotel Reservation Systems

UNO VIVA marks a significant milestone in the evolution of hotel reservation systems. By leveraging advanced AI and machine learning technologies, RateGain Travel Technologies has created a solution that addresses longstanding industry challenges while unlocking new opportunities for growth and customer satisfaction. As hotels around the world increasingly turn to automation to streamline their operations and enhance guest experiences, UNO VIVA sets a new standard for the future of hotel reservations.

With its multilingual capabilities, seamless integration, and intelligent personalization, UNO VIVA is poised to become a game-changer for the hospitality industry. For hoteliers looking to stay ahead of the curve and provide a superior guest experience, UNO VIVA offers a powerful, scalable solution that is both practical and innovative.

In conclusion, UNO VIVA is a pioneering AI voice agent that simplifies the hotel booking process, enhances operational efficiency, and delivers a superior guest experience. As the travel and hospitality sectors continue to embrace AI-driven solutions, UNO VIVA represents a bold step forward in the quest to create smarter, more responsive customer service systems that benefit both guests and hotel staff alike.

Commenting on the launch, Bhanu Chopra, Founder and Managing Director, RateGain, said, “UNO VIVA represents a new era in hospitality technology. As an AI first company, RateGain is focused on building products that automate complexity and help our customers grow faster. Thus, UNO VIVA is not just about answering calls about creating intelligent touchpoints that boost revenue and elevate the guest experience. With UNO VIVA, we’re enabling hotels to stay ahead in a rapidly evolving landscape.”