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When we launched Sarai, we introduced it as a new generation of AI agents for hotels. In reality, we had something much more ambitious in mind. Today, we are revealing part of that vision: we have developed a conversational interface that allows your hotel to answer all your guests’ questions and enable bookings without ever leaving the conversation.
Sarai is not a standalone solution. It is one of the core components of Mirai AI Infrastructure, the conversational architecture redefining the booking engine for the era of dialogue. It is not a superficial layer. It is the same booking engine expressing itself in natural language — with the same power as the web version, but now in conversational format.
What Sarai is today
Sarai allows your guests to:
- Ask open-ended questions, just as they would to a person.
- Receive responses in their language (up to 100 languages).
- Check availability and pricing in real time.
- Get quotes for rooms and promotions.
- Check the status of past reservations.
- And now, make and modify reservations directly within the conversation.
No rigid menus. No clicks. No need for web support. No forced redirects to the booking engine. Just booking in the most natural way possible: by chatting.
What guests see in Sarai is exactly what they would see in the booking engine. It is the same experience and the same engine in a different format. No inconsistencies.
And it is not just data. Sarai can display real room images, promotional content, and any other visual element that helps guests make decisions without leaving the conversation.
The experience is not purely textual. It is a conversation enriched with visual content that facilitates decision-making and accelerates booking.
Multichannel by design
Sarai is available across multiple channels:
- Website chatbot, enhanced with an innovative “AI Mode” that invites users to talk instead of browsing and reading.
- WhatsApp — increasingly used, especially by younger generations who prefer not to call or read.
- Voice over IP and phone — for guests who want to speak and receive answers in voice format. Sarai can handle these calls directly for you 24/7.
- Email, where you can now delegate the management of your inbox to Sarai’s intelligence.
- Instagram, allowing you to automatically respond to guests who prefer to interact with your hotel through social media.
Guests choose how to interact with you. You respond consistently across all channels without forcing them into a predefined flow.
Powered by Knowledge, the canonical database
Sarai runs on Knowledge, the structured database that acts as the hotel’s single source of truth. The more complete your Knowledge foundation is:
- The better Sarai will respond.
- The more natural its recommendations will be.
- The richer the guest experience will become.
Sarai is designed as a comprehensive assistant covering pre-stay, during-stay, and post-stay interactions, including:
- Pre-booking and booking questions: opening hours, dining, services, quotes and reservations.
- During-stay questions: local attractions, menu details, directions to the airport.
- Post-stay requests: invoices, claims, and follow-ups.
As hotel systems evolve to allow agent interaction, Sarai will gain capabilities, moving from informing to acting. This will mark the true shift toward agents interacting with each other (A2A or agent-to-agent).
Sarai is designed to become a true digital concierge.
What makes Sarai different
Many AI-powered conversational solutions are entering the market. But not all of them are built from the same foundation. Some operate as an additional layer that answers questions and, at best, redirects users to the booking engine.
Within Mirai AI Infrastructure, Sarai is the conversational intelligence layer that connects structured knowledge (Knowledge), operational control (Lobby), and external connectivity (MCP) to the transactional core of the booking engine.
This structural difference means:
- Direct access to real-time availability and pricing.
- Exact application of your commercial rules.
- Real reservation management within the conversation.
- Booking consultation, modification, and cancellation without leaving the dialogue.
- Full traceability of every interaction and transaction.
- Incentives aligned exclusively with your direct channel.
- A single partner for engine, conversation, and future evolution.
Conversation is not separated from operations. It is operations — in a different format. And Sarai is not limited to your own channels.
Thanks to MCP -another core component of Mirai AI Infrastructure-, the architecture is ready to project outward to AI assistants such as ChatGPT and external agents when the market demands it.
This means you can expose your structured content, inventory, and booking capabilities to other ecosystems without losing control or consistency.
Sarai is not a one-off integration. It is an architecture designed from the booking engine outward into conversation — and prepared for the next step.
Secure payments in a conversational environment
One of the most common questions about conversational bookings is: how is payment handled? Booking through conversation is fully compatible with maximum security.
When a guest confirms their intent to book, the payment process is handled through BTP (Book, Think & Pay), the secure payment environment of the Mirai booking engine. The guest will have one hour (or the time you set) to enter their credit card details on a protected page that complies with all standard security measures and certifications, and uses the payment processor configured by the hotel.
This ensures full compatibility with all conversational channels — chat, WhatsApp, and even voice — while maintaining the same security, control, and traceability as the traditional web experience. It is not a payment inside the chat. It is the same engine, with the same security, in a new interaction format.
Powered by one of the most advanced LLMs available
Sarai is built on proprietary architecture fully integrated into the booking engine. On top of that architecture, we leverage OpenAI’s GPT models — among the most advanced and powerful language models currently available — and update them regularly to incorporate the latest improvements.
This enables:
- Natural and contextual understanding of complex questions.
- Fluid conversations across multiple languages.
- Accurate intent recognition.
- Context retention in extended interactions.
But the model is only part of the equation. The true difference lies in how that model connects natively with your inventory, your business rules, and your canonical database. The LLM provides linguistic intelligence. Mirai’s architecture provides transactional precision.
Autonomy with backup, powered by Lobby
Sarai is designed to operate autonomously in the vast majority of interactions. With the right information in Knowledge (the canonical database), Sarai successfully handles over 90% of your guests’ questions. But we designed the perfect complement for Sarai: Lobby. With Lobby, the hotel can:
- Monitor conversations.
- Intervene when necessary, switching from AI mode to human mode.
- Measure results through all kinds of metrics.
- Continuously improve by enriching the knowledge base with the insights detected by Lobby.
Autonomy and peace of mind can coexist.
Ready for what comes next
The future points toward agents interacting with one another. Thanks to MCP, Sarai and the Mirai booking engine can display:
- Structured content.
- Availability, pricing and offers.
- Agentic booking capabilities.
Not only within your own channels, but also in external ecosystems such as ChatGPT, Gemini, or Claude as that ecosystem matures.
Conclusion
Sarai is not just another tool. It is a new way of relating to your guests.
A conversation that does not interrupt the booking process, but facilitates it. An experience that does not replace your website, but expresses it in another format. An assistant that does not compete with your team, but frees it.
Guests already converse with technology every day. Now they can do the same with you. When conversation turns into reservation, direct sales no longer depends on navigation flows.
It starts with a question. And ends with a confirmation. As natural as life itself. And it does so as part of Mirai AI Infrastructure, an architecture designed so that conversation and direct sales operate as one unified system.
