How The Well Automated 16,000 Guest Conversations and Responds to Emails Up to 3.5x Faster with Altek AI

Introduction

The Well is Northern Europe's largest spa and wellness resort, located just outside Oslo, Norway. With its luxurious hotel, award-winning spa facilities, and fine dining experiences, it attracts thousands of guests every week. The resort prides itself on exceptional service, but with high demand came an overwhelming challenge: managing the endless stream of guest inquiries.

By late 2024, The Well's staff were spending hours every day responding to repetitive questions and manually handling complex booking emails. They were looking for more efficient ways to communicate with guests while maintaining their world-class standards.

The Challenge

The Well faced a growing challenge as guest inquiries poured in across their website, Facebook Messenger, Instagram, and email. Guests expected fast responses at all hours of the day, but staff could only reply during working hours, leaving many requests waiting until the next morning.

For more complex booking requests, staff had to log into multiple systems—the PMS for rooms, a spa system for treatments, and a separate restaurant booking system—to gather the right information before replying. This process was not only time-consuming but also stressful during peak periods.

The Well needed a solution that could bring speed, consistency, and accuracy to guest communication, all while preserving the warmth and personal touch that defines their brand.

The Solution

In 2024, The Well partnered with Altek AI to introduce two integrated tools: the AI Chatbot and the AI Email Assistant. Together, these solutions transformed how the resort communicates with its guests.

AI Chatbot

The AI Chatbot was launched on The Well's website, Facebook Messenger, and Instagram DM. It instantly answers frequently asked questions, from spa inclusions to parking details, providing guests with reliable information around the clock. By covering inquiries 24/7, the chatbot significantly reduced the pressure on reception staff while ensuring guests always receive a quick response.

AI Email Assistant

In the spring of 2025, The Well adopted the AI Email Assistant, the first email agent built specifically for hotels and fully integrated within Outlook. This assistant connects directly with Clock PMS for room availability and pricing, BRP spa system for treatments, and the resort's own restaurant booking system. By pulling real-time data from these sources, it can compose complete and accurate replies in seconds.

Trained on The Well's historical email history, the assistant also mirrors the hotel's own tone of voice and formatting, ensuring every message feels consistent and on-brand. Whether it's a simple FAQ or a complex multi-service booking request, the Email Assistant delivers speed and accuracy without sacrificing the personal touch.

Results Achieved with Altek AI

Chatbot (Oct 1, 2024 – Oct 1, 2025)

• 15,918 conversations handled
• 23,627 guest messages exchanged
• Guests now receive instant replies through the website, Facebook and Instagram.

AI Email Assistant

• ~2x faster replies for simple inquiries (60s → 30s)
• ~3.5x faster replies for complex inquiries (7 min → 2 min)
• Higher accuracy and fewer human errors.

Example Guest Emails

To demonstrate the measurable impact of the AI Email Assistant, The Well's booking team tested it against similar guest emails like the ones below. By timing how long staff took to answer both simple and complex emails with and without AI, they were able to calculate the improvements in speed and accuracy that led to the results above.

Simple email example

Complex email example

The Impact on The Well

For The Well, the transformation went far beyond faster replies. Guests now benefit from 24/7 coverage, with no more waiting for office hours to get answers. Complex requests that once took staff several minutes are handled up to 3.5 times faster, and replies are consistent with The Well's premium tone and brand.

Key takeaways

• ~16,000 conversations automated in the first year across web, Messenger & Instagram
• ~24,000 guest messages handled
• Replies now up to 3.5x faster for complex booking emails
• Seamless integrations with PMS, spa, and restaurant systems