SQUEEZE Inc. (Head Office: Kitahiroshima, Hokkaido; CEO: Shinichi Tatebayashi; Securities Code: 558A), a company driving AX (AI Transformation) in the hospitality and tourism industry, has developed and launched “suitebook Calls,” an AI-powered telephone inquiry solution built on the operational expertise accumulated through hotel management.
By incorporating real-world inquiry data and operational know-how into its AI, SQUEEZE has established an operating model in which approximately 80%* of telephone inquiries are handled by AI, significantly improving operational efficiency. This enables hotels to reduce on-site workloads, enhance the guest experience, and allow staff to focus on higher-value tasks such as issue resolution and on-site guest support, ultimately contributing to improved profitability and a more sustainable hotel operating model.
*Based on operational results from May 1 to June 30, 2026. Approximately 80% of all telephone inquiries were completed entirely by AI without requiring transfer to a human operator.
■ Background and Purpose
As the hospitality industry continues to face chronic labor shortages, guest inquiry handling remains heavily dependent on human staff, creating a significant operational burden. Telephone inquiries, in particular, become increasingly resource-intensive as call volumes grow, resulting in inconsistent service quality and longer wait times that negatively impact both operational efficiency and the guest experience. Conventional automated voice response systems also have limitations in flexibility, making it difficult to respond effectively to more complex inquiries.
An analysis of inquiries received at hotels operated by SQUEEZE found that approximately 70% of all inquiries consist of routine requests related to property information, hotel facilities, and check-in procedures. These inquiries are highly compatible with AI, presenting significant opportunities for operational automation.
To address these challenges, SQUEEZE has integrated the AI-powered call response solution “suitebook Calls” into its next-generation operations platform, “suitebook.” By allowing AI to handle routine telephone inquiries, hotel staff can focus on higher-value responsibilities such as issue resolution and on-site guest support. This improves both operational efficiency and the guest experience while advancing a new AX operating model for the hospitality industry.
■ Key Features
1. AI-Powered Responses Built on Real Hotel Operating Expertise
“suitebook Calls” has been developed based on the inquiry data and operational know-how accumulated through SQUEEZE’s hotel operations. By incorporating real-world hotel knowledge—including daily inquiries, operational workflows, and staff decision-making processes—into the AI, the solution delivers highly practical responses tailored specifically to hotel operations.
As inquiry data and operational knowledge continue to accumulate through day-to-day hotel management, they are continuously incorporated into the AI, enabling “suitebook Calls” to evolve alongside hotel operations.
2. Optimized Operations Through Collaboration Between AI and Human Staff
For telephone inquiries, AI responds through natural conversation, allowing guests to communicate their requests just as they would with a human operator. Without requiring complicated menu selections or button inputs, the system delivers a smooth inquiry experience while providing response quality tailored to real hotel operations.
Inquiries that can be handled by AI are completed immediately, while only those requiring human intervention are transferred to staff, enabling highly efficient operations. By assigning routine inquiries to AI, hotel staff can focus on tasks that require human judgment, such as issue resolution and on-site guest assistance.
Inquiry details are also shared with on-site staff as needed, and follow-up actions—including the delivery of information via SMS—are integrated into a single workflow. This end-to-end design improves both operational efficiency and response quality while enhancing overall hotel productivity.
■ Results
Through this initiative, SQUEEZE has established an operating model in which AI handles approximately 80% of all telephone inquiries, significantly improving the efficiency of telephone operations. By automating many inquiries that were previously handled manually, the solution substantially reduces the operational workload at hotel properties.
In addition, the ability to respond to inquiries immediately eliminates guest waiting times and enhances the overall guest experience. At the same time, hotel staff are able to concentrate their efforts on cases requiring human intervention, leading to higher-quality issue resolution and on-site guest support.
■ Future Outlook
SQUEEZE will continue to enhance response accuracy and expand the scope of automation, using AI-powered inquiry handling as a foundation while optimizing the division of responsibilities between AI and human staff to further advance overall hotel operations.
Drawing on the operational expertise accumulated through managing approximately 45 hotels, the Company will position “suitebook Calls” as a core function of its next-generation operations platform, “suitebook,” and expand its deployment to external accommodation providers.
Looking ahead, SQUEEZE aims to strengthen integration with “suitebook,” enabling inquiry handling and on-site operational workflows to be executed seamlessly within a single platform. Rather than simply automating telephone inquiries, the Company seeks to integrate previously fragmented operational processes to establish a more efficient and consistent hotel operating model.
Furthermore, SQUEEZE plans to extend the application of AI beyond inquiry handling to encompass broader front desk operations. Through the evolution of AI-centered hotel operations, the Company aims to establish a new operational standard for the hospitality industry.
■ Hotel AX Platform Provided by SQUEEZE
SQUEEZE provides a unified AX platform that integrates hotel operations, operational data, and guest touchpoints into a single ecosystem. Traditionally, systems such as PMS, payment terminals, and self check-in kiosks have been deployed and managed separately, creating operational inefficiencies and limiting effective data utilization. The platform integrates these systems and connects operational data in real time, enabling both greater operational efficiency and a data foundation that supports informed management decisions.
■ About SQUEEZE Inc.
Company Name: SQUEEZE Inc.
Listing: TSE Growth Market (Securities Code: 558A)
Head Office: 1-52 Sakae-cho, Kitahiroshima, Hokkaido, Japan
Founded: September 1, 2014
CEO: Shinichi Tatebayashi
Business Description: Provision of the AX (AI Transformation) platform centered on the next-generation operations platform “suitebook”; development and provision of AI-powered operational platforms for the hospitality industry; hotel planning and operations; and operational support services through BPO.
URL:
https://squeeze-inc.co.jp/
