The AI Guest Assistant is a feature that uses generative AI to automatically generate replies to messages from guests, helping you manage guest communications more efficiently.

You can configure the AI according to your property’s operational policies, including the language used, reply tone, and whether to generate an initial response.

By enriching the knowledge base that the AI references when generating replies, you can improve the accuracy and quality of responses and automate a wider range of guest communications.

The AI Guest Assistant operates within the [Message Management] menu.

When a new message is received from a guest, the AI automatically generates a reply.

The reply also includes links to the knowledge used by the AI as the basis for generating the response.

The following is an example of how a draft reply is displayed.

You can either click [Approve and Send] to send the reply as is, or click [Edit] to manually modify the reply before sending it.

Even if a guest’s message contains multiple questions, the AI will combine relevant FAQ entries and automatically compose a single response message.

Even if no relevant FAQ exists, a response will still be automatically generated without referencing any FAQ.

You can configure the AI’s behavior according to your property’s operational policies, including the language used, reply tone, and whether to generate an initial response.

Set the language that the AI will use when generating replies.

You can specify the language you want the AI to use according to your operational requirements.

Set the languages that the AI will use when generating replies. Only the languages selected here will be used for replies.

This is the language used when the guest’s language is not included in the Default Reply Languages.

Languages allowed for replies: Japanese, English
​Default Language: English

Control whether the AI generates replies for specific scenarios.

By turning off the relevant options, you can prevent unnecessary replies from being generated and reduce your team’s workload.

When enabled, the AI will generate replies to low-risk courtesy messages, such as thank-you messages and goodbye.

When enabled, the AI will automatically generate a notification to inform the guest that a staff member will respond when the AI encounters a scenario it cannot answer directly, such as:

If you want to avoid generating replies that do not contain substantive information, turn this setting off.

When enabled, reply messages that meet the configured confidence threshold are automatically sent to guests without requiring manual review.

When enabled, the AI automatically identifies the topics of messages received from guests and applies the appropriate tags. This helps the customer service team quickly identify and prioritize important messages.

In the example below, the guest’s message is about parking, so the “#Facilities & Amenities” topic has been automatically assigned.

The AI Guest Assistant automatically generates replies by referring to the knowledge that has been added.

By building a comprehensive knowledge base, you can improve the accuracy and quality of AI-generated replies and automate a wider range of guest communications.

Go to Admin Console → [AI Assistant] → [Knowledge] to configure shared knowledge.

In this menu, you can set up information and answers that are common to all properties you manage. Click [Add New Knowledge] to add and build a knowledge base that the AI can refer to when generating responses.

Similar to the Auto Message settings, you can also insert tags into the knowledge content.

The knowledge you add is used by the AI to understand the content and generate appropriate replies, so there are no strict formatting requirements.

You are not limited to an FAQ format, such as “Answer this question in the following way.” You can also add information such as:

Please feel free to add any information you want the AI to refer to, based on your property information and operational policies.

Example: Reply Formatting Rules

You can configure property-specific knowledge by going to [Settings] → [AI Reply Settings] for each property and clicking [Add New Knowledge].

When generating replies, property-specific knowledge takes priority over shared knowledge.

To improve the accuracy of AI-generated replies, it is important to organize and maintain a comprehensive knowledge base. Start by adding basic information such as:

As you continue using the system, add any additional information as needed and continuously build and update your knowledge base. This will help the AI generate more natural and accurate replies.