IDS Next Sets New Hospitality Standard with First Autonomous AI Support Integrated via Salesforce

IDS Next Introduces Autonomous AI Support in Hospitality ERP

IDS Next, a leader in hospitality technology, has partnered with Salesforce to bring autonomous AI support directly into its ERP platform. By integrating Salesforce’s Agentforce, IDS Next becomes the first hospitality ERP provider to embed autonomous AI agents, offering intelligent, always-available customer support within the product.

This integration means employees and customers receive real-time assistance without leaving the software environment. The AI agents can independently access data, create task plans, and resolve issues quickly, speeding up response times and improving service quality. It also supports internal teams by providing instant access to operational knowledge, making onboarding faster and boosting support team efficiency.

What This Means for Customer Support in Hospitality

• Instant, in-product AI support eliminates the need for separate help portals.
• AI agents handle repetitive tasks autonomously, freeing staff for higher-value work.
• Faster response times and personalised assistance enhance customer satisfaction.
• New employees get up to speed quickly with immediate access to operational insights.

IDS Next’s platform covers both front and back-end hospitality operations, delivering mobile-first, full-stack ERP solutions for hotels, restaurants, wellness, events, and banquets. Their existing support system includes 24/7 availability, multilingual communication, and disaster recovery centres in India and Sri Lanka.

Insight from Industry Leaders

Arun Parameswaran, EVP & Managing Director at Salesforce South Asia, highlights the shift: “Agentforce helps companies like IDS Next embed intelligence and automation into every interaction, turning support teams into strategic drivers of customer success.”

Reeves Mathews, Vice President at IDS Next, adds, “AI automates routine work, letting employees focus on critical tasks that drive success. This integration delivers faster responses and proactive solutions that improve customer experiences.”

CEO Binu Mathews emphasizes IDS Next’s commitment to innovation: “We want our customers to have access to the most efficient and advanced tools available today.”

About IDS Next

IDS Next is the largest hospitality solutions provider in emerging markets, powering over 300,000 hotel rooms, 220+ hotel chains, 25,000+ POS outlets, and thousands of wellness and banquet venues across 50+ countries. Their ERP platform integrates with more than 350 technology partners, serving renowned brands such as Wyndham Hotels & Resorts, Taj Hotels, and ITC Hotels.

For more details, visit www.idsnext.com.