Guest messaging assistant
This project is currently being built. What follows describes the design, not final results.
An assistant being built to answer routine guest inquiries across messaging channels, using live rates and approved wording.
Details anonymised to protect client confidentiality.
Guests ask on four apps. Staff answer each one by hand.
Context
A boutique resort receives guest inquiries across several messaging channels: LINE, Messenger, Instagram and TikTok.
The boring work
Staff copy and paste the same things all day: rates that change daily, photos, and answers to common questions. It's slow and repetitive, and a rate pasted a day late is a wrong rate.
A rate pasted a day late is a wrong rate.
One inbox for every channel.
An assistant that connects to the resort's booking system for live rates and answers routine questions in a natural, human tone, using wording the resort has approved. Staff stay in control and handle the conversations that need a personal touch.
- 01
The assistant replies first
Dates, rooms and live rates, in approved wording.
- 02
It hands off when needed
Staff see which conversations need a personal touch.
- 03
Staff stay in control
Take over a chat in one click, and hand it back when done.
- Message from Guest AonLINE“Is breakfast included?”
- Live rates readfrombooking system
- Reply sent with approved wordingonLINE
How it's designed to work
Live rates, approved wording.
- Rates come from the booking system, not a pasted copy
- Replies use wording the resort has approved
- Staff handle the conversations that need them
What we're aiming for
Staff handle only the chats that need them.