Hospitality
Automated guest service over WhatsApp
We built a WhatsApp FAQ bot that resolves guest queries without occupying the front desk, escalating to a person when it needs to.
24/7
answers to frequent queries, without occupying the front desk
The challenge
The front desk absorbed a high volume of repeated queries — hours, services, policies, location — arriving over WhatsApp at any time and competing with the guest already standing at the counter.
How it was approached
- 01
WhatsApp as the single entry point
An enterprise channel on WhatsApp Business API, with the connectivity and deliverability layer managed as infrastructure.
- 02
Structured hotel knowledge
Frequent guest queries organised as a knowledge source the AI agent can consult.
- 03
An AI agent with escalation
It interprets the question and answers from the hotel's own information; whatever it cannot resolve reaches the team with the full conversation and context.
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