The standard process runs itself; exceptions go to a person
Autonomy starts only where the hotel has published the process, data sources, limits and escalation rules.
Corporate training in the standard package
A company asks about two days of training for 35 people, including accommodation. The enquiry falls within the property's approved process.
Offer sent, exception escalated
The Bot completes the brief, checks availability, prepares the calculation and offer, updates the CRM and manages further contact.
- complete history of decisions and operations
- booking prepared according to the PMS rule
- non-standard discount passed to a staff member
Autonomy is built from previously tested modules
The Bot is not a single AI-generated response. It coordinates specialist tools, systems and process rules that can first operate separately to support staff.
Guides the conversation
It moves through the permitted steps independently: data, responses, the offer and further contact.
Coordinates systems
It uses the PMS, CRM, hotel knowledge, calculations and the relevant process.
Recognises boundaries
It stops the process and passes exceptions, uncertain data or unauthorised decisions to a person.
How does the Offer Agent handle a case?
Process selection
It classifies the enquiry and checks whether it falls within the published process.
Collecting and checking data
It completes the brief and uses approved knowledge, the PMS, CRM and pricing rules.
Preparing and sending
It creates the offer and communicates it to the guest only within the permitted scope.
Next step or escalation
It updates the systems, monitors the response or passes the exception to the right person.
Every action has a source, rule and record
The Bot performs an operation only when it has the required data and authorisation. The history shows the sources used, the result and the reason for every escalation.
What does AI use?
- message, history and complete brief
- approved knowledge and processes
- availability, packages and pricing rules
- CRM and PMS status with permissions
What does the team receive?
- guided conversation and offer sent
- up-to-date CRM and further contact
- booking draft or exception escalation
The hotel defines the precise boundary of autonomy
Channels, processes, limits, permitted conditions and cases requiring a handover are defined before launch. All operations remain auditable.
The team publishes the autonomous scope and can take over a case at any time. Exceptions and decisions outside the rules always go to a person.
The Bot does not make non-standard commitments, invent data, grant unapproved discounts or continue the process beyond the permitted process.
Standard enquiries handled from start to finish
Known types of case can move through the stages without waiting for every manual action.
Messages, decisions, system changes and escalations remain recorded against the case.
An unusual condition is not improvised—it goes to a sales staff member with the relevant context ready.
A complete process requires connected knowledge, communication and systems
The Agent's scope grows as individual modules become ready. Full offer management requires approved processes, CRM, PMS and a source of pricing rules.
Related process elements
Frequently asked questions
Does the bot send messages without approval each time?
Yes, but only within approved standard scenarios, channels and limits.
What happens with a non-standard enquiry?
The bot passes it to a salesperson together with a brief, the history and a specific reason for escalation.
Does it need a PMS and CRM?
Yes, for the full process. Without them, its scope may be limited to conversations and preparing drafts.
Can we start with less automation?
Yes. The same modules can initially work as support tools with mandatory human approval.