UB Hospitality Group's staff were spending significant time answering the same repetitive questions across departments: guest check-out times, table availability, shift schedules, weekly occupancy numbers. The volume was manageable individually but collectively it pulled people away from higher-value work.

They needed an always-on solution that lived where their team already worked, with zero friction to adoption.

We built and deployed 4 specialized AI chatbots integrated directly into their Microsoft Teams workspace via Azure Bot Service. No new software to install, no new logins. Staff and management interact with the agents the same way they send a Teams message.

Each agent was scoped to a specific department with its own knowledge base, tone, and escalation logic.

Guest Services Bot Handles real-time guest queries: check-in and check-out times, amenity information, late check-out requests, and reservation lookups. Reduces front desk interruptions for routine questions.

F&B Assistant Covers menu queries, dietary requirements, table reservations, and kitchen coordination. Guests and internal staff can check availability, confirm bookings, and get sommelier suggestions without calling the restaurant directly.

HR & Ops Bot Answers staff questions around shift schedules, leave balances, onboarding steps, and HR policy. Handles the high volume of routine queries that would otherwise go to the HR team manually.

Management Intel Gives leadership on-demand access to KPIs, occupancy rates, and revenue comparisons. Can flag underperforming areas and route alerts to the relevant department head automatically.

Each bot was built as a separate Azure Bot Service instance, connected to Teams via the Microsoft Bot Framework. Department-specific knowledge bases were structured and ingested per agent. Escalation paths were built in so edge cases route to a human rather than returning a bad answer.

Stack: Azure Bot Service · Microsoft Bot Framework · Microsoft Teams · Node.js · OpenAI

Four always-on agents handling the bulk of repetitive queries across guest services, food and beverage, HR, and executive reporting. Staff time freed for work that requires human judgment. Zero new tools for the team to learn.