Reception is busy and a guest needs information
This example shows the module’s role in a hotel process. We define the source scope and available actions for each implementation.
Missed call
A guest calls with a question about arriving late. The hotel wants AI to take over the call after an agreed period, rather than leaving it unanswered.
Support with a safe resolution
The bot explains its role, answers based on the procedure and collects the necessary information. It passes unusual requests to a member of staff. If the transfer fails, it follows the agreed fallback, such as recording a request for a call back.
- Agreed time for answering
- Conversation context and record
- Handover and failure-handling path
What does this module cover?
We choose between first-line support and taking over missed calls. We configure telephony, voice, languages, answer sources and escalation. Every operation in a PMS or CRM requires a separate integration and an approved scenario.
Conversations within an agreed scope
The bot collects information and answers questions covered by the hotel’s current knowledge.
Handover to the team
Unusual cases or those requiring a decision go to a nominated person or queue.
Post-call context
An agreed recording and summary can support subsequent service and analysis.
How do we launch the solution?
Scenarios and boundaries
We define the questions, exceptions, information to collect and point at which to involve a person.
Telephony and knowledge
We connect numbers, answer sources and permitted actions.
Conversation testing
We test noise, unclear speech, interruptions and an unavailable member of staff.
What goes into the module and what comes out?
We separate source material from the tool’s output. This helps subsequent modules understand which context they can use.
What does AI use?
- Telephone call
- Approved knowledge and scenarios
- Access to agreed systems
What does the team receive?
- Voice response
- Collected information and history
- Handed-over case or contact request
Permissions and decisions remain with the hotel
Before launch, we agree data access, responsible people and how exceptions will be handled.
The hotel approves how AI and any call recording are disclosed, as well as the data scope and escalation routes. Outbound calls require a separately agreed purpose, permissions and contact conditions.
The bot should not confirm a price, booking or exception without a reliable source and the necessary authorisation. The voice module alone does not provide access to every hotel system.
What changes in day-to-day work?
Even when reception is unavailable, a case can be collected for follow-up later.
Typical answers are based on approved context, not improvisation.
Which sources and tools do we connect the module to?
A bespoke implementation can support reception, communication or a specific sales process. It should not be confused with the ready-made Phone channel in the Platform.
Related process elements
Its place in the implementation journey
These links come from the roadmap. Requirements form the basis of each node, while enrichments extend its capabilities. This does not mean that all subsequent modules must be launched at once.
Modules that require this element
Modules this element enriches
Frequently asked questions
Does the bot have to answer every call first?
No. We can arrange for it to take over after a set waiting time or under another condition supported by the telephony system.
What happens if the bot does not know the answer?
It should say so clearly and trigger the agreed next step, rather than making up terms or promises.