The assessment pinpoints exactly what needs correcting
Instead of a general statement about quality, the audit shows the breached criterion, the response excerpt and the correct source.
Incomplete parking information
The employee correctly provided the location and entry instructions, but omitted the parking charge that applies to stays longer than one night.
Specific correction
The system highlights the missing condition, shows the source and recommends completing the knowledge template used for this type of enquiry.
- assessment against shared criteria
- conversation excerpt and assessment basis
- recommended corrective action
One shared standard for AI and employee responses
The audit covers content, process and escalation, regardless of who prepared the response. Criteria are transparent and tailored to the type of enquiry and channel.
Checks accuracy
It compares the response with approved knowledge and highlights any inaccurate or unverified excerpt.
Measures completeness and tone
It assesses whether the message answers every question and follows the agreed communication standard.
Audits escalation
It checks whether a difficult or uncertain enquiry was passed to a human at the right time.
How does quality control work?
Sample selection
The system selects conversations by channel, topic, risk or the control rule adopted by the hotel.
Criteria assessment
It compares each response with the knowledge base, completeness checklist, tone standard and escalation rules.
Evidence highlighted
The result includes the breached criterion, the relevant conversation excerpt and the source of the expected information.
Process correction
The team confirms the assessment and decides whether to improve the knowledge, rule, response or training.
An audit must lead from the result to the conversation and rule
The assessment remains verifiable through the contact history, knowledge version and criteria in force when the response was given.
What does AI use?
- conversations and AI or employee responses
- approved, version-controlled knowledge
- quality criteria for topics and channels
- response times and escalation history
What does the team receive?
- assessment against criteria
- list of breaches with evidence
- recommended actions and correction history
Assessment improves the process; it does not replace a manager’s decision
An employee can challenge an automated assessment and add context. Audit rules are version-controlled so results remain comparable over time.
The team approves the criteria, reviews flagged cases and decides whether to improve the knowledge, process or way of working.
The module does not change sent messages, impose consequences on employees, treat an automated assessment as indisputable or publish responses.
Communication quality becomes measurable and improvable
AI and employees are assessed against a transparent standard suited to the type of enquiry.
A breach leads directly to the conversation excerpt, source and possible action.
The hotel can see whether a change to the knowledge or process has genuinely reduced a recurring error.
Conversation history meets knowledge and rule versions
The audit uses communication channels, recorded decisions and the sources in force when the response was given.
Related process elements
Frequently asked questions
Does the audit cover employees and AI?
Yes. Both sources of responses can be checked against the same set of criteria.
Can we define our own criteria?
Yes. The hotel defines standards for topics and channels, and their versions are recorded.
Does every conversation have to be checked?
No. You can assess a sample, high-risk topics or cases identified by a specific rule.
Can an employee challenge an assessment?
Yes. The result leads to the evidence and can be corrected once the full context has been considered.