Fifteen years in the property management industry taught Ari Eryorulmaz one thing: no amount of goodwill or grit can make guest messaging sustainable when the inbox never sleeps. Guests expect instant replies and personalized attention, but relying solely on people leads to burnout, and relying solely on AI leads to robotic, impersonal interactions.

This tension between human warmth and technological efficiency became the driving force behind Extenteam’s evolution, and the creation of Tailwind, a hybrid AI-powered guest communications platform that combines AI features with expert human agents, shaped by years of real-world experience and customer insight.

In this session, Extenteam’s CEO shares his personal journey of exploring how AI can enhance, not replace, human hospitality. He’ll unpack why neither pure automation nor traditional staffing models meet the expectations of today’s guests, and how combining the two unlocks smarter, more sustainable service.

Attendees will gain actionable insights into building a communication framework that’s always on but never impersonal – one that improves response times, reduces team stress, and strengthens guest relationships in an era where technology and empathy must work hand in hand.