Overview
The AI Guest Assistant is a feature that uses generative AI to automatically generate replies to messages from guests, helping to streamline communication.
It is currently available as part of a free trial period. However, in the future, use of the AI Guest Assistant will require the purchase of an optional license (Lite / Pro).
At present, the feature is only available to a limited group of users and is not yet accessible to all users. A general announcement regarding availability will be made in advance.
Detail
How the AI Guest Assistant Works
The AI Guest Assistant operates within the “Message Management” menu and semi-automates message replies.
When a message is received from a guest, the AI automatically generates a response.
It also displays links to the relevant FAQ articles used as references for the generated reply.
Supports multiple questions
Even if a guest’s message contains multiple questions, the AI will combine relevant FAQ entries and automatically compose a single response message.
If there is no FAQ
Even if no relevant FAQ exists, a response will still be automatically generated without referencing any FAQ.
Conditions for enabling the AI icon in a message
The availability of the AI icon in the message screen depends on the sender of the most recent message.
Latest message on the guest side : AI icon is clickable.
Latest message from AirHost : AI icon is not clickable.
How to set up FAQ
1. Set up a common FAQ.
You can configure this from the Admin Console > [ AI Reply FAQ Library ].
This menu allows you to set a common answer for all properties you manage.
From "[ Add New FAQ ]", set up answers as much as possible.
From "Edit," set your answers as much as possible. You can write your answers in Japanese, English, or any other language. The AI will automatically translate the response to match the guest's language when it generates it.
This menu allows you to set common responses for all facilities you manage. Similar to setting up automated messages, you can also set tags within the messages.
If there is property specific information, use the "Additional Notes" tag, similar to how you would set up automatic messages.
💡 Responses can be registered in any language, such as Japanese or English.
The AI will automatically translate and generate replies according to the guest’s language.
2. Set Additional Notes for Each Property (If Needed)
Create the content for the [Additional Notes] tag inserted in the common FAQ from each property’s menu. Please configure [Add New FAQ] under
[Settings] > [AI Reply Settings] for each property.
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3. Enable FAQ
To use the FAQ feature, both of the following settings must be enabled:
Common Settings (AI Reply FAQ Library)
AI Reply Settings for each property
If only one of them is enabled, the FAQ will not be referenced.
Tips for FAQ Settings
To improve the accuracy of AI replies, it is important to organize and enrich the FAQ content as much as possible.
In particular, adding detailed information for the following topics can improve accuracy:
Check-in instructions
Wi-Fi information
Garbage disposal rules
Parking information
Early check-in / Late check-out
Emergency or trouble contact information
The higher the quality of the FAQ content, the more natural and accurate the generated replies will be.
Usage Control During the Trial Period
The AI Guest Assistant cannot be enabled or disabled individually for each user.
Usage control can be managed in one of the following ways:
Disable it for the entire account
Enable it only for specific properties
If you would like to use it only for specific properties, please contact the support team.
Future Plans
Note: The following items are current plans and may be subject to change.
Lite Plan
Manual FAQ addition support
Enable all properties at once from the Common FAQ settings page
Synchronization between OTA messages and the pre-check-in web page chat
Display of Common FAQ content via reference FAQ links
Pro Plan
Automatic sending of replies based on confidence score of AI-generated responses
Automatic tagging:
Check-in date
During stay
Check-out date
Issue / Trouble cases
Embedded AI chat on official website