Recognised for innovative work in advancing new technological approaches in tourism, contributing to smarter and more efficient visitor engagement.
Dialogo: A Revolutionary Multichannel Platform for Hospitality
Francesco Luconi, President of Nivula SA and a leading figure in Skål Lugano, receives the Skål Europe Tourism Technology Award for his creation of Dialogo — a cloud-native, serverless platform that has transformed how hotels manage communication, guest engagement and operational workflows.
Dialogo addresses one of the biggest pain points in hospitality: fragmented communication across emails, phone calls, WhatsApp, OTAs, chat systems and concierge requests. Instead of struggling with six or seven separate tools, hotels can finally work through a single unified platform that brings clarity, efficiency and immediacy to every guest interaction.
A New Operating System for Hotel Communication
Dialogo centralises all voice, email and messaging channels into one intuitive interface connected directly to the hotel’s PMS. Its innovations include:
- unified management of calls, emails, WhatsApp, Messenger, OTA messages and website chat;
- real-time PMS integration to retrieve reservations, create bookings and generate quotes;
- an intelligent task-based routing system that eliminates missed calls and ensures operators only receive requests when available;
- a comprehensive CRM with full guest history, conversation logs and service follow-up;
- an advanced digital concierge to handle parking, limited-traffic zones, external services and guest requests seamlessly.
This all-in-one design replaces traditional switchboards and manual processes, enabling hotels to work smarter, faster and with greater accuracy.
Hybrid AI Chatbot: A New Standard for Guest Support
One of Dialogo’s most groundbreaking features is its hybrid AI-powered chatbot, combining structured intent recognition with natural conversational abilities. This unique system:
- recognises guest intents such as availability checks, arrival instructions, rates, policies or FAQs;
- responds in multiple languages automatically;
- manages complex, narrative-style questions with human-quality text;
- generates secure links for check-in, payments or booking modifications;
- hands off conversations automatically to human operators when needed;
- creates tasks inside Dialogo so staff can take over seamlessly.
The chatbot autonomously handles a significant percentage of guest requests — up to half during night hours — giving hotels 24/7 responsiveness without additional staffing.
Measurable Impact on Hotel Performance
Hotels using Dialogo report substantial improvements in efficiency and customer service, including:
- 50% reduction in response times;
- 20–30% increase in conversion rates from request to booking;
- 80% fewer operational errors thanks to automated rate generation and PMS synchronisation;
- 40% increase in staff efficiency, even without hiring additional employees;
- major reduction in time spent managing WhatsApp and OTA panels.
In a recent case study, a centralised CRS using Dialogo handled more than 36,000 interactions across voice, email and chat for three properties, demonstrating the platform’s capacity to scale effortlessly.
A Technological Architecture Built for the Future
Dialogo’s serverless design — leveraging Google Cloud, Twilio and WebRTC — eliminates the need for hardware or local infrastructure. This delivers several advantages:
- instant scalability from boutique hotels to multi-property groups;
- reduced hardware consumption and lower environmental impact;
- greater security, GDPR compliance and encrypted data flows;
- the possibility for operators to work entirely from the browser, even remotely.
Its architecture reflects Francesco Luconi’s product vision: an agile, resilient, energy-efficient system capable of supporting hotels across Europe without geographical limits.
A Visionary Leader in Tourism Digitalisation
As President of Nivula SA, Francesco personally designed the platform’s architecture, user interface, operational logic and AI integration. His work bridges hospitality expertise with cutting-edge engineering, enabling independent hotels and small groups to access technology previously available only to large chains.
He also champions sustainable digital transformation: by reducing printed materials, eliminating legacy hardware, and streamlining workflows, Dialogo contributes to a lighter environmental footprint and more responsible operations across the tourism sector.
Raising the Standards of Guest Engagement in Europe
Dialogo demonstrates how a European, human-centred technological solution can revolutionise guest engagement, operational efficiency and service quality. Francesco Luconi’s achievement brings a new level of clarity and intelligence to hotel communication — enabling faster responses, more personal interactions and a more harmonious relationship between travellers and hospitality providers.
Through his innovation, Francesco Luconi sets a new benchmark for technology-enabled tourism and embodies the forward-thinking spirit of Skål.
