Welcome Fairmont and Raffles Hotels
To 14IP - Your AI-powered virtual assistant provider
Supporting Fairmont Hotels Worldwide
14IP's AI virtual assistant, Farah, is designed exclusively for hospitality and offers personalised experiences and recommendations by leveraging generative AI and machine learning to understand guest preferences and behaviour and providing personalised recommendations for dining, activities and amenities tailored to each hotel.
Available 24/7/365, Farah handles guest calls instantly through natural conversation, sends booking links directly to guests via SMS and automatically generates operational tickets. 14IP offers Global reach across Europe, North America, Asia and in the coming months: Australasia and the Middle-East. Farah is available in 32+ countries.
”awaiting
Barry Thomas, CHTPSenior Vice President - Hospitality Tech - Luxury & Lifestyle
14IP’s Farah integrates with leading hospitality solutions, including:
Alice
Farah integrates with Alice, handling guest calls and conversations before they reach hotel teams. Routine requests are resolved instantly, while service tasks are automatically passed into ALICE for tracking and execution.
HotSOS
Farah can integrate with HotSOS and serve as a liaison for both hotel staff and guests to be able to communicate maintenance issues and room requests. Guests can place service calls via Farah that will queue a special task call flow to integrate within HotSOS.
Knowcross
Guest requests are captured instantly from Farah and pushed into Knowcross as actionable tasks, reducing front desk pressure and improving service consistency.
Farah Integrations Roadmap
Completed Integrations
- Alice
- HotSOS
- Knowcross
- OHIP
- Opentable
- Sevenrooms
Approved Integrations
- Book4Time
- Oracle Folio
- Further Oracle Folio Capabilities
- Simphony POS
- Zenoti
Awaiting Approval
- Alliants
- Amadeus iHotelier
- HAPI
- HubOS
- IRIS
- Jazz Wakeup
- Pure-informatique Booke
- Quore
- Realtime reservations
- Resengo
- Resort pass
- Silverware
- Synergy MMS
- Tock
- Way
Farah Implementation Plan
Technical & Operational Setup
PBX Integration
Farah is PBX agnostic and can connect to most existing on-premise PBX systems such as Alcatel, Mitel, Avaya & NEC. For optimal functionality you may require EVA Connect Pro, which removes the need for duplicate SIP trunks.
Implementation
Farah’s implementation takes 6 to 8 weeks from start to finish, encompassing setup, training and integration with your existing systems. 14IP’s project management team guide you through these stages to ensure a smooth and efficient setup.
Cloud Dashbaord
We have recently updated our cloud dashboard which offers real-time analytics for Farah. You can access data on call volumes, how many calls Farah answers or transfers, call containment, patterns by time of day, internal vs external call behaviour, and key guest interactions. The portal also supports role-based and multi-property access, real-time views or scheduled reporting, and insights into where calls are routed and how guest conversations translate into service outcomes.
What others are saying about Farah:
“Since adopting 14IP’s Farah, routine calls are handled effortlessly in the background which helps free our team to deliver more personalized service. Its integration has proven both effective and future-ready. We greatly appreciate how it has seamlessly blended into our workflow and shed light on new opportunities for smarter, innovative integration..”
Jesse LedesmaFront Office Manager - Fairmont Austin
Hear Farah in action:
Supported Countries
Our leading AI-virtual assistant Farah is available in 30+ languages.
14IP offers global reach across Europe, North America, Asia and in the coming months, Australasia and the Middle East.
Europe
- Austria
- Belgium
- Croatia
- Cyprus
- Czech Republic
- Denmark
- France
- Germany
- Greece
- Hungary
- Ireland
- Italy
- Luxembourg
- Netherlands
- Norway
- Poland
- Portugal
- Spain
- Switzerland
- United Kingdom
North America
- Anguilla
- Canada
- Dominican Republic
- Mexico
- Puerto Rico
- St Kitts
- USA
- US Virgin Islands
Asia
- Indonesia
- Malaysia
- Singapore
- Thailand
Middle East (2027)
- Qatar
- Saudi Arabia
- United Arab Emirates
Australasia (Q3 2026)
- Australia
- New Zealand
The Results
Fairmont Olympic & Fairmont Austin snapshot (6 month period):
Agents Live
- 7 total agents across both sites
Call handling
- 184,216 calls answered
- 1,672 overflowed / dropped calls
- Call mix: 52% internal | 48% external
Efficiency & automation
- Average call reduction: 52.1%
- Average call containment: 30.6%
Time saved
- 1955+ total call hours handled
Operational outcomes
- 13, 544 service tickets created
- Faster resolution and clearer routing across both operations
Contact Information
Account Support
For account support please contact:
Dedicated Farah Account Manager
farah@14ip.com
Technical Support
For technical support please contact:
The 14IP Service Team
+1 407 204 9014
support@14ip.com
