Apaleo and THE FLAG group have advanced the use of agent AI in hotel operations with their AI Trace Agent, which autonomously translates guest reservation feedback into actionable tasks for hotel staff.
Trace Agent identifies guest needs, including birthdays, extra beds, cribs, and other special requests from booking comments, automatically creating tasks in Sweeply.
THE FLAG’s cleanup tool, Sweeply, eliminates the manual transfer of information between systems. The system is currently active at THE FLAG Zürich, a 101-room property testing technology for the group.
At THE FLAG Zürich, the Trace Agent creates approximately 30 tasks every day automatically. This automation saves approximately 3.5 hours each week in direct task creation time, with additional efficiencies arising from reduced communication between departments.
While the immediate time savings are notable, Apaleo says the fundamental value lies in preparing for further automation. Automating task creation sets the stage for deeper coordination between agents where guest requests can be triaged, assigned, and resolved with minimal human intervention.
According to the companies, this connectivity aims to produce measurable improvements in both the guest experience and operational performance.
Apaleo developed Trace Agent through its Agent Factory, collaborating with Sweeply to create secure API endpoints that allow agents to manage tasks directly. The prototype was operational within a month and went live after two and a half months of iteration.
Apaleo CEO and founder Ulrich Pillau said: “Everyone talks about agent AI, but hotels need practical examples of how it works in daily operations. THE FLAG’s Trace Agent demonstrates how agent AI applications can improve coordination between departments, creating autonomous hotel operations.
“We are excited to continue working with forward-thinking hoteliers to identify precise opportunities where AI can improve operations and co-create AI agents with them.”
THE FLAG plans to expand the implementation of Trace Agent at its other properties and develop additional agents for different operational tasks. Planned updates include allowing agents to book services directly within integrated systems, automatically informing guests once their requests are confirmed, and helping to assign rooms based on guest preferences.
Prior to this, Cocoon & Eckelmann Hotels announced plans to move its entire portfolio to Apaleo’s first open application programming interface (API) property management platform.
“Apaleo, THE FLAG group implements AI agent for the automation of hotel tasks” was originally created and published by Hotel Management Network, a brand owned by GlobalData.