Understand the request
The concierge receives a call or message, identifies the guest need, and carries forward known context.
Input
Voice, message, webchat, email
Output
Intent and guest context
How it works
One workflow, measured end to end
One guest conversation can carry context across channels, property systems, and service teams.
Use hotel knowledge
It checks approved property information and connected systems for the current answer or available action.
Input
Property knowledge and live systems
Output
Accurate answer or workflow
Resolve or escalate
The agent answers, creates the request, recommends an offer, or sends the conversation to the right team member.
Input
Operating rules and guardrails
Output
Resolution, revenue, or escalation
Capabilities and outcomes
What the product does for the hotel
Omnichannel guest engagement
Keep one consistent conversation across voice, SMS, RCS, iMessage, WhatsApp, webchat, and email.
Hospitality system integrations
Use live property and guest data to answer questions, personalize offers, and route service requests.
Knowledge and automation engine
Keep answers aligned with the property website while automating request creation and routing.
Enterprise telephony
Handle call routing, overflow, escalation, and cloud phone workflows without creating a separate guest experience.
Data points
Know exactly what is measured
These are measurement definitions, not sample performance claims. The hotel sees its own results by channel, workflow, department, or partner where the source data allows it.
- AI resolution rate
- Share of guest interactions completed by the AI without staff escalation.
- Human escalation rate
- Share of total interactions transferred to a hotel team member.
- Response latency
- Average time to the first AI response, reported by voice, messaging, and webchat.
- Time savings
- Estimated staff time avoided through automated guest support and request handling.
Hotel use cases
Where teams put it to work
- Pre-arrival questions and itinerary help
- Front desk and reservation overflow
- Dining, spa, cabana, and amenity recommendations
- Service request creation and routing
Connected environment
Works with the systems and channels around the job
PMSCRSPOSRestaurant reservationsSpaTicketingLoyaltyTelephony
Final connectivity depends on the property’s existing stack and selected workflow. Supported connections can move faster, while new integration development can take up to three weeks.
Evaluation questions
Frequently asked questions
Which guest channels can the AI Concierge support?+
The product brief covers voice, webchat, SMS, RCS, iMessage, WhatsApp, email, and social channels. The exact launch mix depends on the channels and systems used by the property.
Can it create hotel service requests?+
Yes. The concierge can create and route requests through connected property workflows, then escalate when the request falls outside its approved rules.
How is performance measured?+
Core measures include interaction volume, AI resolution rate, staff escalation rate, response latency, sentiment, downtime, and estimated time savings.
Does it replace the hotel’s existing systems?+
No. Traversing.ai is designed to work with the hotel systems and guest channels already in place rather than requiring a new system of record.
Product family
Explore the rest of the hotel AI team
Where should AI Concierge start?
Book a 15-minute introduction. We’ll map the first workflow, confirm the systems and data involved, and define the operating KPIs before deployment begins.
