What we hear when we sit down with operators
A chatbot without context can phrase an answer nicely and still not know what applies in your hotel or on a specific stay.
On the other hand the desk has no reason to answer the same questions about parking, breakfast or check-in by hand every night.
Why fixing a single step is not enough
A good AI front desk has to know what is general information, what is a figure from the PMS and what is a decision a person should make.
The base is the hotel knowledge base
Ella answers from content the hotel has prepared and approved: parking, breakfast, wellness, check-in, pets, services or local information.
That lowers the risk of generic answers that do not match the reality of that property.
Some questions need live data
Room availability, a specific date or the status of a booking are not a static FAQ. In an allowed workflow Ella can request the current figure from Ellipse.
The guest then does not get “probably yes”, but an answer based on the current context.
Sensitive or unclear situations are taken over by a person
A complaint, a non-standard rate agreement or an exception to the rules should not be decided automatically by the model. Ella can hand the conversation to the desk or the responsible team.
What matters is that the person also receives the conversation history and the guest does not have to repeat everything.
AI can also help with sales
On a suitable question it can point the guest to Web Booking, an available service or Self Check-in.
The aim is still to help the guest solve a specific need, and to keep a sales push out of every answer.
WHAT CHANGES ON SITE
What changes in the daily work
- Routine questions get an answer outside working hours as well.
- The desk handles fewer repeated emails and phone calls.
- Answers come from the hotel content and the data that is allowed.
- Complex cases are handed to a person with the context.
- AI can support a booking and an upsell while the desk stays in place.
CONNECTED ELLIPSE MODULES
The solution does not live in an isolated module
Hotel PMS
Messages API
Web BookingCOMMON QUESTIONS
What operators ask us
Can Ella change a booking on her own?
Only within the specific workflows that are allowed. Sensitive decisions can be handed to a person.
Where do the answers come from?
From the knowledge base and the Ellipse data that is available, according to the setup.
Can it communicate in several languages?
Yes. Multilingual communication is one of the main advantages of the AI assistant.
What if Ella is not sure?
The right process is not to guess the answer and to escalate the question to the team.
HOW WOULD THIS WORK FOR YOU?
Let us take the 20 questions the desk receives most often
We split them into those Ella can handle herself, those that need data from the PMS, and those she should always hand to a person.
