Hotels and tourism · Sample scenario
Answering guest questions before booking
Room, check-in and service questions are answered from approved hotel information; availability is checked in the PMS when needed and a booking link is offered.
Problem
Front desk and sales staff answer the same questions about rooms, check-in times, parking and breakfast all day long.
How it works today
A guest writes in the website chat or by email, a staff member finds the answer from memory or old emails, and checks availability in the PMS by hand. Night inquiries wait until morning.
What this scenario changes
AI classifies the question and drafts the answer only from the approved hotel knowledge base. If the question is about dates and room availability, live data is pulled from the PMS and a booking link is offered. If live data cannot be retrieved, no guaranteed answer is given and the question goes to a staff member.
The process step by step
- Guest question: A question is posted in the website chat
- Question classified: General info and availability parts are separated
- Approved information found: Breakfast policy in the knowledge base
- Availability checked in the PMS: By date, number of nights and room type
- Live data received?: PMS responded and a room is available
- Sourced answer prepared: Only with knowledge base and PMS data
- Booking link offered: Guest goes to the booking page with the selected dates
Exception path
- Passed to a reservations agent: Question enters the queue with a summary
- Guest informed: Told that staff will check availability
The role of AI
Classifies the question (general information or availability), finds the relevant part of the knowledge base and writes a short answer that cites the source.
Human approval and exceptions
If the PMS does not respond or the question is not in the knowledge base, AI gives no guarantee on price or availability; the question goes to a reservations agent.
Frequently asked questions
Does AI quote prices to the guest?
The final price comes from the PMS and the booking page. If live data cannot be retrieved, AI gives no guarantee on price or availability.
What happens with a question that is not in the knowledge base?
AI does not make up an answer; the question goes to a staff member, and the answer can be added to the knowledge base later.
Which languages does it support?
Languages that have approved translations of the knowledge base; the language list is agreed at the start.