To make your automated AI concierge understand certain phrases or inputs from guests and reply with a relevant answer, you need to add Intents. Adding intents will help you prepare content responses that will go automatically to your guests.
We’ve simplified this process by providing an easy-to-use Chat Builder. You can locate it under Chat → Chat configuration.
Here you will enter phrases (keywords) which should trigger a specific response from the chatbot. For each intent you define, you should add multiple different keywords. And here’s why - your chatbot has to be trained to understand many variations of what users may say and map it to an intent.
Intents are matched based on similarity to the entered text which is based on weighted NLP algorithm which provides context to the question so that a question like:
"What is the wifi password?" will return the password and the "I have issues connecting to the wifi" may return "We will inform our network specialist and someone will get back to you shortly".
Next, you will add a response for the intent and add an associated action e.g. send SMS to housekeeping.
For inquiries that require human interaction, conversations are moved to the support team.
Detected intents can trigger notifications to staff via SMS/email or create a ticket as a guest request.
