Call Intelligence — DeepBench

Four steps. No PMS integration. No change to guest experience.

Guest calls

your reservation line

Your PBX records

Mitel · Avaya · 8x8 · RingCentral

DeepBench analyzes

AI scoring + dollarization

Team gets coached

coaching actions in the inbox

Pull-based from your existing recording store. Encrypted in transit (TLS 1.3) and at rest (AES-256). No live call tapping. Our onboarding engineer pairs with your phone vendor or hospitality IT lead — most deployments wire up in under a week. Don’t see your system? Email hello@deepbench.io.

Revenue-moving moments — tagged, dollarized, ranked.

Upgrade, package & loyalty rate

Per agent, per shift. Fine-grained enough to coach individuals without punishing teams.

Rate quote accuracy & parity

Versus your current BAR. Flags quote drift and parity breaks in real time.

Call-to-booking conversion

With drop-off points tagged — objection, rate-push, availability, hold.

Objection handling

Price anchors, alternative offers, and the patterns your top agents use that others don't.

Sentiment, pace & talk-time

Guest sentiment arc through the call. Talk-time ratios per call leg.

Brand-standard adherence

Marriott, Hilton, Hyatt, IHG — configurable rubrics at the Enterprise tier.

A reservation call, rendered three ways.

A scored interaction, a coaching action pre-written for the manager, and a real-time alert — rendered here with sample data shaped the way Deep Bench ships them.

Scorecard

Reservation call · Sarah K.

Oct 14 · 4m 21s · +1 (503) 555-0188

Overall QA

72/ 100

Rubric

Brand rubric · Front Desk

Brand welcome92
Greeted by name, stated hotel brand
Suite-upgrade offer40
Room type available; offer not made
Loyalty capture75
Objection handling80
Recovered from price push
Rate quote accuracy100

Coaching action

Maria Lopez · Front Desk Manager

Suite-upgrade offer rate at 38% across Sarah K.'s last 12 calls. Rooms were available on 9 of 12.

Draft email

5-minute coaching moment for Sarah — suite upgrades

Hi Maria — Sarah's last 12 reservation calls show suite-upgrade offer rate at 38% (team avg 71%). Suggested script below — clip from Oct 14 call attached as the cleanest example to walk through with her.

Suggested talking points

"I'm holding a Deluxe King. For $45 more a night, I can move you to our Harbor-view Suite — same bed, twice the space."
Anchor the dollar difference per night, not the nightly rate.
If guest pauses: "Let me price it through your stay so you can decide."

Alert

Graveyard shift suite-upgrade offer rate dropped 22%

Moxy Portland · Reservations · 11p–7a shift

6 min ago

Last 7 nights, 11p–7a shift. Three-agent rotation. Rate drop not seen in day or swing. Worth a 10-minute huddle before week-end.

$1,200 / week est.

Mock view — illustrative data. The real artifacts render with your hotel’s rubric, team, and brand voice within 48 hours of deploy.

Purpose-built for hospitality revenue roles.

Contact-center QA platforms — NiCE, Observe.AI, CallMiner — are built for financial services, telco, and retail call centers. They score a queue-handling agent. DeepBench is built for the hotel front desk, reservations line, and sales team: hospitality-specific rubrics, dollar-denominated findings, and integration into hotel operations workflows. Not a QA queue for a director of customer service.

Every reservation call, analyzed. No mystery shoppers. No sampling.