IDS Next Integrates Autonomous AI Agents with Salesforce to Transform Hospitality ERP Support

IDS Next Introduces Autonomous AI Support in Hospitality ERP

IDS Next, a global leader in hospitality technology, has teamed up with Salesforce to integrate autonomous AI agents into its software suite. This move makes IDS Next the first hospitality ERP provider to offer embedded AI-driven customer support directly within its platform.

By incorporating Salesforce’s Agentforce, an autonomous AI agent, IDS Next delivers real-time, in-product support for both employees and customers. This eliminates the need to switch between multiple support channels, speeding up response times and improving service quality.

How Autonomous AI Enhances Hospitality Operations

The AI agents handle routine tasks by retrieving data, creating task plans, and executing solutions independently. This automation not only shortens customer wait times but also boosts internal efficiency. New team members gain instant access to operational knowledge, cutting down onboarding time and helping support teams ramp up faster.

IDS Next’s platform covers the entire hospitality spectrum—from front-end guest services to back-end management. Its mobile-first solutions serve hotels, restaurants, wellness centres, events, and banquets. The company also provides 24/7 support, multilingual communication, and disaster recovery centres in India and Sri Lanka.

Strategic Partnership with Salesforce

Salesforce’s AI CRM adapts to changing conditions and manages repetitive tasks without human intervention. Arun Parameswaran, Salesforce’s EVP & Managing Director for Sales & Distribution in South Asia, highlights that AI is reshaping hospitality by embedding intelligence and automation into every customer interaction, enabling more personalised and proactive service.

Reeves Mathews, Vice President of Global Customer Success & Professional Services at IDS Next, emphasizes that AI automation allows employees to focus on high-value tasks. This integration aims to provide faster responses, personalised experiences, and proactive solutions that increase customer satisfaction.

Binu Mathews, CEO of IDS Next, states that this advancement aligns with their mission to equip customers with the most efficient and advanced hospitality technology tools.

About IDS Next

• Largest hospitality solution provider in emerging markets
• Full-stack ERP solutions for hotels, restaurants, wellness, events, and banquets
• Supports over 300,000 rooms, 220+ hotel chains, 25,000+ POS outlets, 300+ wellness venues, and 6,500+ banquet venues across 50+ countries
• Integrates with 350+ technology partners
• Clients include Wyndham Hotels & Resorts, Taj Hotels, ITC Hotels, Choice Hotels, and Louvre Hotels Group
• Presence across Africa, Middle East, South Asia, Southeast Asia, and the Pacific Rim

For more details, visit IDS Next official website.