Fewer Calls, Better Service: Canary AI at The Pines Resort

OPERATIONS

The Pines Resort implemented Canary AI to handle overwhelming call volume and slow response times. With AI Voice and Messaging, the team freed up staff, improved response times by 43 minutes, and ensured every guest received timely, accurate answers.

Why it matters: Automating routine communication helps hotels maintain service quality while reducing strain on staff.

Canary’s AI Voice answers hundreds of calls daily, AI Guest Messaging replies instantly to guests, and AI Webchat fields non-guest inquiries — all freeing staff for high-value interactions.

Top 3 Core Objectives: The Pines Resort sought to reduce call volume pressure and improve communication speed across all channels.

Handle High Call Volume: Manage hundreds of daily calls, many unrelated to bookings, without missing potential guests.
Improve Response Times: Reduce long delays in responding to text messages and guest requests.
Optimize Staffing: Enable more efficient scheduling and eliminate unnecessary front desk shifts.

Innovators Mentioned

The Pines Resort

Canary Technologies

NIcholas Bendz

AGM

The Pines Resort

"It took no time for our staff to say it was such a relief. It’s taken a lot of the workload off of them and given them time back in their day."

NIcholas Bendz

AGM

👍 AGM NIcholas Bendz said that Canary AI immediately lightened the workload:

"It took no time for our staff to say it was such a relief. It’s taken a lot of the workload off of them and given them time back in their day."

⚖️ The selection process: During their research process, NIcholas Bendz evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

AGM NIcholas Bendz said, about their decision: "We’re always happy to help everyone, but we don’t want to miss a call from a potential guest because we’re giving out directions. Now we’re certain that every call gets an answer."

📈 The results: Canary AI Voice reduced front desk calls by hundreds per day, while AI Guest Messaging cut average response time from 45 minutes to just 2 minutes — a 43-minute improvement.

43 minutes faster average response time (45 → 2 minutes).
250+ calls/day now handled efficiently via AI Voice.
Staff can focus on service instead of call management, improving guest experience.