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Lobby is the operational control layer of Mirai AI Infrastructure, designed to provide visibility, traceability, and selective intervention over the conversational interface of the booking engine. It is the space from which hotels can see, understand, and act on every conversation managed by Sarai — who has taken a decisive step forward by now being able to complete reservations directly within the conversation.
Answering questions and even booking a room through conversation is something guests increasingly want to do — and something you can already offer. But to do so confidently, you need an environment where you can see what is happening, measure its impact, and decide when to intervene. You need certainty that responses are accurate and that guests leave the interaction satisfied. And of course, you need the ability to step in if the guest requests human assistance. AI autonomy without oversight is far less effective.
That said, the vision remains the same: artificial intelligence should handle the vast majority of guest interactions — in their language, on their preferred channel, and autonomously. But to truly delegate to AI, autonomy alone is not enough. You need visibility and control.
That is why we created Lobby.
This control layer not only acts on your direct channels, but it is also the piece that guarantees traceability when your hotel opens up to the external ecosystem through MCP (Model Context Protocol), allowing agents such as ChatGPT to operate with your inventory under your full supervision.
Autonomy does not mean losing control
When AI starts resolving most conversations, very specific questions arise:
- What are my guests asking?
- What is Sarai responding?
- Where is information missing in my Knowledge database?
- When should I intervene?
- What real impact is this having on sales and satisfaction?
Lobby answers all of these questions. It is not designed to make hotels respond more. It is designed to give Sarai maximum autonomy without sacrificing control or the ability to intervene.
A duo built to work from day one
Sarai and Lobby do not force hotels to choose between automation and manual management. They work together from the start:
- Sarai autonomously handles the majority of conversations.
- The hotel intervenes only when it adds value.
- Everything is tracked, measured, and visible.
Intervention is an option, not an obligation. Within Mirai AI Infrastructure, Sarai and Lobby represent the balance between autonomy and intervention. Conversation can be 100% autonomous — but never opaque.
What does Lobby bring to Sarai?
Lobby provides a set of capabilities designed to support Sarai in specific situations, reinforcing its autonomy while giving the hotel visibility and selective control. These capabilities are organized into six main areas:
1. Centralized conversation management
Lobby acts as a single control point from which the hotel can see everything happening in guest communications.
It allows you to:
- Centralize all conversations (chatbot, WhatsApp, and voice) in one environment.
- View the country, language, and channel of each interaction.
- Archive and easily search past conversations.
- Access AI-generated automatic summaries.
- Review each user’s complete interaction history.
In addition, it is fully mobile-adapted, allowing conversation supervision directly from a smartphone, without needing to be at a desk.
2. Assisted human intervention when needed
Lobby is designed so hotels intervene only when it adds value.
It allows you to:
- Automatically detect when a guest requests human assistance.
- Mark conversations in “manual mode.”
- Transfer conversations to a hotel agent.
- Intervene based on inquiry type or guest profile.
- Transcribe voice calls into text for later analysis.
The goal is not to replace AI with humans, but to reinforce it when necessary.
3. Frictionless communication across any language and channel
Lobby removes operational barriers:
- Automatically translates guest messages into the agent’s language.
- Maintains consistency across all channels, including chatbot, voice, and WhatsApp.
- Translates agent responses into the guest’s native language.
Guests experience a natural interaction. Hotels operate comfortably.
4. Conversations that generate business
Lobby turns conversations into measurable results. It allows you to:
- Convert anonymous users into commercial leads.
- Manage opportunities even when guests are not yet ready to book.
- Quantify how many conversations lead to quotes.
- Measure how many convert into reservations.
- Analyze total sales volume generated — aggregated or per conversation.
Conversation stops being an operational cost and becomes a revenue source.
5. Personalization and operational configuration
Lobby allows hotels to adapt Sarai’s behavior to their identity and strategy.
Configuration options include:
- Activating or deactivating channels (chatbot, WhatsApp, voice).
- Defining availability schedules by channel.
- Operating in fully automatic or more manual modes.
- Customizing voice type and tone (more friendly or more formal).
- Configuring the use of informal or formal address.
- Setting the default service language.
Each hotel defines its own balance between autonomy and supervision.
6. Analytics, learning, and continuous improvement
All activity in Lobby translates into actionable knowledge that continuously improves Sarai’s performance.
It allows you to:
- Analyze the most frequently asked categories.
- Measure conversion to leads and bookings.
- Evaluate average conversation time.
- Identify abandonment rates.
- Analyze source markets and languages.
- Measure guest satisfaction (1 to 5).
- Compare AI-managed conversations versus human-intervened ones.
Additionally, Lobby identifies recurring questions not covered in Knowledge and suggests enriching the canonical database. The system improves structurally and progressively over time.
This closes the loop within Mirai AI Infrastructure: conversation generates data, that data enriches Knowledge, and improved knowledge enhances the next conversation.
The future: Sarai responds, the hotel trusts
Within Mirai AI Infrastructure, the combination of Sarai + Lobby is not a tactical response. It represents a new way of operating direct sales in the era of conversation.
- AI handles the vast majority of interactions.
- The human team acts as strategic backup.
- The hotel maintains full visibility.
- Improvement is continuous.
Lobby does not reduce Sarai’s role. It gives it the context required to grow.
The future is not about the hotel constantly overseeing AI. It is about trusting it — as part of an infrastructure designed to scale conversation, control, and direct revenue simultaneously. AI autonomy. Peace of mind for the hotel.
