Fourteen IP  

Orlando,  FL 
United States

Global leading provider of Cloud PBX & AI IVR Solutions


Fourteen IP are the global leading provider of Cloud PBX and AI solutions to the hospitality industry with over 300,000 guest rooms served.

Evolution Virtual Agent (EVA) is the award winning, leading AI solution for hospitality, already deployed in leading global chains in multiple languages, with real human voices powered by the only large language model designed for customer service over the telephone. EVA reduces calls to hotel agents by over 75% and integrates with other hotel systems such as Jazzware, HotSOS, Marriott GXP, Synergy MMS, Sevenrooms and more.

Our Carrier Grade, Evolution Voice Cloud PBX serves hundreds of hotels around the world from 4 data centers across the USA & Europe.

We serve global brands, regional brands and independent hotels across the world and have solutions that suit small budget hotels through to multi-thousand room resorts.

Come to booth 636 to hear how amazing EVA is for yourself, find out more about our show specials on EVA and our SIP Trunking solution and grab the chance to win some fantastic apple prizes

Brands: Evolution Voice, Broadsoft, Aruba, Ruckus, Cisco, Vtech, Cetis


EVA Introduction for HITEC 2023

 Show Specials

  • New Customers Only

    Come and speak to us on booth 636 to see how you can benefit from EVA, the global leading AI powered AI for hotels for FREE for 3 months.

 Press Releases

  • CEO Neil Tolley describes our AI Journey with EVA – Our AI Powered Virtual Agent Solution for Hotels

    There’s a lot of talk about AI at present, with ChatGPT rightly getting a lot of plaudits (and some concerns) for the simply mind-blowing things it can do. We have already had it help us with some documents and possibly the odd piece of homework for some of our teams’ school age children! Read on to learn how the technology behind ChatGPT is transforming automated hotel guest interactions, boosting satisfaction levels for guests and staff alike.

    What is ChatGPT

    ChatGPT has been built on the GPT Large Language Model, soaking up billions of lines of code, websites, books, and articles to learn the skills it now has. There are very few companies in the world that have any hands-on experience with a Large Language Model.

    Most are in the category of ‘big tech’ – Google, Microsoft etc. Their focus is broad, rightly so. They want to build a large language model to do everything.

    What is a Large Language Models?

    If you are unsure what a ‘Large Language Model’ (LLM) is, head to the bottom of this post, I asked ChatGPT that very question and have added its answer below.

    However, what’s more important to us, is a Large Language Model, that can do 1 thing very well – customer service over the phone. You might be waiting for 1,2 or 5 seconds or longer for a response using chatGPT. That’s an unacceptable latency for human conversation over the phone.

    The LLM behind EVA, our AI-powered virtual agent for hotels, has been optimised for real-time speech and has been specifically designed for customer service. It’s why EVA is so amazing.

    Customer Led Voice Assistant

    EVA is a customer-led voice assistant for hotel guests. You can ask it what you want, when you want and how you want to – you can even ask multiple questions at the same and EVA will manage that,

    You will have spoken to voice assistants that are bot led and undoubtedly been asked a series of questions, one at a time, which can be slow and frustrating. This is because bot-led agents, including our first-generation EVA, use Google Dialogflow as the engine behind it. Dialogflow searches for keywords to hang on and is very linear in how it operates and can only handle a single request at a time.

    LLM v’s DialogFlow

    EVA understands your requests much better than say an agent built using DialogFlow. In our tests, EVA understood simple requests 28% better than a DialogFlow based agent. A simple request may be, can I get directions or what time is check in.

    EVA handles more complicated requests with ease where keyword-based agents simply cannot handle them at all.

    An example could be ‘do you have a table tomorrow night at 8pm for 4 people?’ EVA would understand that request with ease, an alternative AI agent would have to ask (once the requirement for a booking has been established) when would you like to come, what time and how many people. Another example could be ‘do you have a toothbrush and toothpaste I can have’ or ‘could I get a burger, fries and a coke’ standard stuff in any hotel – EVA understands these requests with ease. Just like a human would.

    The Evolution of EVA

    The evolution of EVA since 2020 has been quite something to see and hear. In the early days during Covid, just the simple service with a more robotic voice but integrated to hotel systems was amazing and gave great results. Not least due to our brilliant AI team, who spend their days not just building agents for new customers but continuously reviewing and tweaking to make sure EVA gets better and better.

    Now we have human voice actors in place for multiple brands and in multiple languages, with integrations to a growing number of other systems in the hospitality ecosystem. Hearing the interactions with callers and EVA never gets old as it constantly amazes.

    Our story at Fourteen IP since 2020 shows just how far AI has come and we are still in the early days. What will AI be capable of next year or in 5 years and what will hotel guests expect from it? Looking at the market today, I anticipate callers will expect longer and increasingly natural, human-like interactions and to be able to do not just everything they could when speaking to a human but more – Humans don’t API into other systems, yet!

    We are already extending EVA to text messaging, to allow us to keep up with those that prefer to let their fingers do the talking.

    EVA Deployments

    EVA has been deployed by multi-national and regional chains as well as individual properties and ranging in scale from super-economy to luxury to resorts both small and (really) huge – the results are pretty much the same across every property type and across multiple languages. For those of you still unsure about AI answering calls or dealing with guests via any channel, I get you. Some of them drive me mad and more so now, I know how good they can be. EVA handles millions of calls now both internal and external. and we have not had a single guest complaint – not one.

    EVA lets the staff hotels have, focus on giving great face-to-face service or spending more time on the phone with those guests that need it. We have also deployed EVA to provide helpdesk support, accessing a knowledge base of known problems for a Point-of-Sale upgrades, providing assistance and creating tickets in ServiceNow when needed.

    EVA Integrations

    When you see the work that goes in to making the experience for the guest as great as possible, the integrations with 3rd party systems like HOTSOS, Sevenrooms, Salesforce, Jazzware and numerous others, you can see how, done properly. AI powered systems can make a big difference to the guest experience and help front of house teams focus on giving amazing face-to-face service to their guests.

    I can’t speak for others of course but I can confirm that our AI is not going to attempt world domination any time soon. It is however, bent on dominating the hospitality AI space and I for one wouldn’t bet against it.

    What is a Large Language Model?

    Answer from ChatGPT

    A large language model is a type of artificial intelligence (AI) model that is trained on vast amounts of textual data to generate human-like language responses. These models use deep learning algorithms to process and understand natural language patterns and structure.

    These models are able to generate text that resembles human-written language in terms of coherence, grammar, and meaning. They can be trained to perform a variety of language-related tasks such as text classification, question answering, machine translation, and more.

    Some examples of large language models include GPT-3, BERT, and XLNet, which have been used in a variety of applications, from chatbots to language translation tools.

  • According to a recently published article by analysts McKinsey and Company, on the “AI-enabled customer service”, our AI-powered virtual agent solution EVA, has achieved level four on a five-level scale, describing the maturity of a company’s AI-driven customer service.

    The article describes how a few leading institutions have reached level four on the scale but from the McKinsey scale shown below, it is easy to see how our AI IVR system has achieved level four maturity when it is successfully managing 70-80 percent of interactions and can support most requests and transactions. In some aspects EVA (Evolution Virtual Agent) is beginning to approach level five with our recognition of guest loyalty status and subsequent responses and recommendations befitting that status.

    Level 1: Manual and high-touch, based on paper forms and offered largely via assisted channels.

    • Reactive service, with the majority of interactions on human-assisted channels
    • Paper use is still prevalent

    Level 2: Partly automated and basic digital channels, with digitization and automation of servicing in assisted channels.

    • Reactive service, with limited self-servicing opportunities
    • Lower adoption of available self-service channels
    • Lower availability of digital or straight-through-processing (STP)

    Level 3: Accessible and speedy service via digital channels, with self-servicing on select channels and a focus on enabling end-to-end resolution.

    • Somewhat proactive, but limited engagement
    • Self-service channels such as mobile apps, interactive voice response (IVR) systems, and internet sites handle half of all interactions, and can support STP.

    Level 4: Proactive and efficient engagement deploying AI-enabled tech, with self-servicing enabled by proactive customer interactions and conversational user experience (UX).

    • Proactive, with high customer engagement on digital channels
    • Self-service channels such as mobile apps, IVR systems, and internet sites handle 70-80 percent of interactions and can support most requests and transactions

    Level 5: Personalized, digitally enabled engagement, bringing back the human touch via predictive intent recognition.

    • Engagement via service interactions that are personalized and proactive at the individual customer level
    • Digital touchpoints drive service-based engagement, for example via enhanced cross-selling and upselling
    • More than 95 percent of service interactions and requests can be solved via digital and STP channels

    * Maturity metric met by EVA

    Click here to read the McKinsey article in full or get in touch to find out how EVA can successfully manage 70-80% of your guest calls.

  • According to a recent article by analysts McKinsey and Company, “AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement.”

    The article talks about how customers are getting harder to please, with two-thirds of millennials expecting real-time customer service and three-quarters of all customers expecting consistent cross-channel service experience. It goes on to say that cost pressures rising at least as quickly as service expectations, the obvious response—adding more well-trained employees to deliver great customer service – simply isn’t a viable option.

    The article then describes how companies are therefore turning to AI to deliver the proactive, personalized service customers want, when and how they want it—sometimes even before they know they want it. For transformed organizations, AI-enabled customer service can increase customer engagement, resulting in increased cross-sell and upsell opportunities while reducing cost-to-serve.

    The article talks about some of the challenges some industries face, such as the integration of AI into legacy technologies but how when done well, an AI-enabled customer service transformation can unlock significant value for businesses—creating a virtuous circle of better service, higher satisfaction, and increasing customer engagement. It cites multiple factors which strengthen the case for AI-based customer service, not least of which is an increased customer acceptance of (and even preference for) machine-led conversational AI interactions.

    It’s almost like they have written the article with our EVA AI-powered virtual agent in mind.

    Here at Fourteen IP, we have long believed that we can help our hospitality clients enhance guest engagement with our AI solution and we have been investing in the development of our guest led solution. See how our solution has reached level four maturity.

    We understand the potential integration challenges that can arise with legacy platforms and have solutions in place to overcome those limitations with our EVA Connect solution or by migrating customers to our fully featured, flexible, scalable and reliable cloud-based telephony service for hotels.

    Click here to download our Guide to Unlocking EVA.

    We recommend reading the entire article by McKinsey and then contacting us to learn how we can help your hotel deliver better service, higher satisfaction and increasing customer engagement.


  • Evolution Voice
    Evolution Voice™ is our fully managed Cloud Based Telephony Service - designed for hospitality. Deployed in over 300,000 hotels rooms across 24 countries worldwide, our Evolution Voice service is the world’s leading telephony solution for hotels....

  • Our Evolution Voice™ managed telephony service enables hoteliers to take control of their hotel communications strategy. Used in conjunction with Jazzware, our Evolution Voice telephony solution offers call accounting, IVR, guest voicemail and wake up services, providing a flexible, cost-effective telephony service with minimal up-front expense.

    Evolution Voice is not just about replacing on premise dial tone with that from an above property system, hoteliers with multiple properties can take advantage of centralised services such as skills-based contact centres and seamless call overflow from one properties reception desk to another for the ultimate in shared resources and cost savings.

    Evolution Voice is a virtual phone system that is hosted in multiple, secure, globally geographically resilient carrier grade data centres, offering enhanced business continuity, flexibility and scalability beyond what is available from any premises-based system. It offers a comprehensive feature set for both guests and staff including call centre and mobility applications.

    At the heart of Evolution Voice service is our Cisco BroadWorks carrier-grade telephony platform, that operates in a global carrier-grade environment that is more reliable than any on-premises based service.

    Evolution Voice has been designed for hotels with additional options for select/focused service hotels as well as full-service hotels and resorts. We have a range of productivity enhancing, cost saving features such as our mobile apps that allow users to operate from a single device to cover telephony as well as other functionality such as Push to Talk (PTT) and guest services applications.

    Evolution Voice is constantly updated with at least one major and one minor software release guaranteed every year. Add to this the fact that there is no core voice switching hardware on site and you end up with an ever-expanding feature set that should never need become obsolete. Adding and removing licences is a breeze and we can even de-activate guest rooms for a period if you are closed during winter or during a refurbishment.

  • Evolution Virtual Agent
    Evolution Virtual Agent™ (EVA) is our Intelligent Automated Guest Interactions solution which combines guest driven IVR and AI solutions. Outperforming its rivals in every aspect, EVA has successfully answered over 10 million guest calls so far....

  • Our Evolution Virtual Agent service (EVA) combines intelligent IVR with AI and machine learning to help over 1000 hotels around the world reduce operational costs and improve service to guests.

    Intelligent, conversational virtual agents take and make calls to guests and staff in order to provide answers to regularly asked questions, take requests for wake-up items and maintenance requests and integrate with 3rd party front and back of house hotel systems.

    EVA can take orders and secure credit card payments, reference websites for up-to-date information, send text or WhatsApp messages and deal with internet problems, all whilst reducing calls to guest services by over 75%, automatically answering guests 24x7x365.

    Simply replacing just one operator position with an EVA virtual agent, offers unbelievable cost savings, whilst improving guest interactions and satisfaction.

    With the ability to greet callers by name and loyalty status, EVA can intelligently route calls, make, amend or cancel a reservation, give directions (verbal as well as send an SMS message with MAP link), advise on transportation options such as airport shuttle buses, provide parking information, check in and check out times and provide details of hotel facilities.

    Guests can automatically request a late checkout, ask for breakfast locations and times, internet and WiFi passwords and issues, gym, pool and business centre opening hours and directions, request housekeeping services or report an issue or complaint.

    Staff can be met by name, be transferred to other staff members or departments, find answers to Covid self- certification questions, book vacations and report issues whilst walking around property e.g. light not working on floor 2 by elevator. Speaking in multiple different languages and dialects, it’s no wonder that EVA is so popular.

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