Automation works only when the case matches a rule
First, the module identifies the type of message and checks all the conditions. If an exception appears, sending is stopped.
Request to send an item left in the room
The guest asks about the collection procedure for a charger found after check-out. They are not asking for an exception or a financial decision.
Instructions sent according to the rule
AI provides the required details and collection options, and explains that a staff member will confirm the item was found before arranging delivery.
- sent only for an approved type
- content based on the current procedure
- escalation when the guest requests a decision or exception
From suggestions to sending, for predictable cases only
Automation covers a narrow catalogue of recurring messages that the hotel has previously tested at the suggestion stage. It does not mean replying freely to the entire inbox.
Recognises safe scenarios
It checks the case type, data completeness, confidence in the knowledge and all conditions for triggering automation.
Sends a routine response
Responds independently when the content falls within the approved standard and does not require a human decision.
Stops exceptions
Passes on the message when it detects a knowledge gap, unusual request, risk or negative sentiment.
How is an email assessed for an automated response?
Case classification
AI identifies the subject, intent and information present in the full message thread.
Condition check
It checks the approved scenario, knowledge quality, risk signals and conversation history.
Send or escalate
It sends a response only when all conditions are met; every exception goes to a member of staff.
Record and audit
The content, sources used, decision and current status are available in the central panel.
The automation rule must be clear and verifiable
Each supported message type has its own entry conditions, knowledge sources, permitted actions and grounds for immediate handover.
What does AI use?
- full email thread
- approved automation scenarios
- reliable knowledge and quality standard
- risk, sentiment and escalation rules
What does the team receive?
- automatically sent response or hold
- record of the decision and sources used
- case passed to a member of staff with a summary
The hotel approves each case type before automation
Scenarios can be launched in stages, limited to selected inboxes and switched off at any time. Quality controls and knowledge-gap monitoring continuously oversee the operation.
The team approves the rules, sources and response template, reviews audits and handles all messages excluded from automation.
The module does not respond to complaints, pricing exceptions, refunds, disputes, booking decisions or sensitive matters. All these categories are always passed to a human.
The routine inbox runs itself while exceptions remain visible
Repetitive and unambiguous messages do not require staff approval every time.
The guest receives reliable information without waiting for an available team member.
Unusual cases go to the right queue with the full context.
The email inbox works alongside knowledge, controls and the panel
Automation builds on the email response suggestions module. It requires knowledge-gap detection, shared quality criteria and conversation continuity.
Related process elements
Frequently asked questions
Does AI respond to every email?
No. Only to message types explicitly approved by the hotel, and only after all safety conditions have been met.
What happens when information is missing?
Sending is stopped, and the case is passed to a member of staff and added to the knowledge-gap queue.
Can we start with one scenario?
Yes. The safest approach is to introduce automation in stages, starting with a frequent, unambiguous case.
How is this different from email suggestions?
A suggestion always waits for approval. Here, the response can be sent independently, but only within approved boundaries.