Routine praise can be handled; a crisis never can
Autonomy is permitted only after calibration, controls, suggestions and an escalation hub are in place.
Praise for service and breakfast
The review contains only positive, specific information, requires no decision and matches the published low-risk scenario.
Response published and saved
The bot prepares a calibrated response, runs the controls and publishes it on the platform, retaining a complete operation history.
- published only in a safe scenario
- sources, rules and control outcome recorded
- exception immediately sent to a human
Autonomy limited to safe, routine communication
The bot uses previously checked suggestions, calibration and controls. When a platform does not provide write access, it prepares the content and opens the relevant post for the user.
Handles routine cases
It publishes approved response types that pass the controls and contain no risks.
Adapts to access
It publishes where write permission exists and prepares a version and link elsewhere.
Escalates exceptions
It blocks automation and sends every legal, safety, compensation or uncertain-fact case to a human.
How does the reputation bot take permitted action?
Reads the case
The bot retrieves a review or comment from the queue with its context and status.
Assesses risk
The filter and controls check the facts, rules, statement type and escalation conditions.
Publishes or prepares
A safe response is published where write access exists or prepared for the user.
Log or escalate
The interaction is added to the dashboard, while every exception goes to the Escalation Centre with full context.
Every autonomous publication must be auditable
The log shows the original statement, facts used, active calibration, review result, channel and publication time.
What does AI use?
- review or comment with full context
- approved response calibration
- review result and risk classification
- publishing permissions and escalation rules
What does the team receive?
- published routine response
- ready-to-use version and link when publishing is unavailable
- escalation of a risky case to a person
The hotel sets the precise boundary of autonomy
The team selects the portals, statement types and scenarios approved for publication. It can stop the bot and review the log of every operation.
The hotel sets the scope of autonomy, grants publishing access, sets limits and can stop the operation immediately; all crises and decisions go to a person.
The bot does not publish on legal or safety matters, compensation, personal data, uncertain facts or other exceptions. It does not act without permission or bypass the Escalation Centre.
Routine reputation management handled, risk under control
Safe praise, simple questions and other approved cases can receive a response without manual publishing.
When a portal does not allow publishing, the employee receives a ready-to-use version and a direct link.
Every risky or ambiguous case goes to the appropriate person.
The bot connects the reputation dashboard, review controls and portal access
Full automation works only where the Central Reputation Dashboard has secure publishing access. Other sources operate in suggestion mode.
Related process elements
Frequently asked questions
Does the Reputation Bot respond to every review?
No. It publishes only statement types and scenarios approved by the hotel as safe.
What if the portal does not provide publishing access?
The bot prepares a ready-to-use response and opens the exact review or comment for the employee.
Can it handle a crisis autonomously?
No. Crises and high-risk cases always go to a person.
Can I check why a response was published?
Yes. The log contains the source, rules, review result, content and time of the action.