The process shows the next step and when to stop
At this level, AI guides the employee. Automated communication starts only within the approved scope of the Quotation Bot.
One-day conference with an incomplete brief
The guest has not provided the number of attendees or preferred room layout. The enquiry matches the published small-conference scenario.
Ask questions according to the scenario
AI starts the relevant data checklist, prepares two questions and shows when availability can be checked.
- conditions for moving to the next step
- the right tool for the current stage
- clear escalation rules
A repeatable process without a rigid conversation script
The scenario organises conditions and actions while still responding to context. It does not ask again for information already provided and stops when the matter falls outside the approved rules.
Identifies the process
Matches the enquiry to a published scenario or flags that no suitable path is available.
Guides each step
Keeps track of the data, sequence, conditions for moving on and the right tool at every stage.
Escalates exceptions
Passes unusual conditions, conflicts and out-of-scope decisions to a person.
How does the handling scenario work?
Classify the enquiry
AI identifies the type of enquiry and checks whether an approved scenario exists for it.
Assess the status
Compares the available data with the current step’s conditions and identifies missing elements.
Launch the tool
Prepares the question, response, availability check or follow-up appropriate to the stage.
Continue or escalate
Once the condition is met, it continues the process; an exception is passed to an employee with an explanation.
The scenario combines rules with results from other modules
It does not create availability or responses itself. It determines when to use the right tool and which result allows the process to move to the next stage.
What does AI use?
- type and content of the enquiry
- approved hotel process
- brief and conversation history
- results from response, availability and follow-up modules
What does the team receive?
- current stage and next action
- transition conditions and required data
- justified escalation of exceptions
The hotel publishes the process; staff can take over
Changing questions, limits, permitted responses or escalation conditions requires deliberate approval.
The hotel approves processes, content, limits and exceptions. Staff control communication and can stop the process or take over the conversation.
The module does not create new rules, send messages automatically, handle exceptions outside the approved process or replace PMS or CRM data.
Every standard enquiry goes through the same checks
Similar cases follow the same requirements, sequence of actions and communication standard.
The system keeps track of the data, deadlines and decisions needed before moving on.
The team knows when and why a case requires human input.
The process coordinates the tools it uses
Depending on the journey, it can trigger follow-up questions, response suggestions, availability checks and follow-ups. In every case, it uses their results rather than replacing them.
Related process elements
Frequently asked questions
Does every type of enquiry require a separate process?
No. Several similar cases can use one shared process with different conditions.
Who sets the questions and exceptions?
The hotel together with the implementation team; changes are published deliberately.
What happens to an unusual case?
AI stops the process and passes it to a staff member with the context and reason.
How does the process differ from the Offer Bot?
The process defines and guides the process for staff; the Offer Bot autonomously carries out the approved scope.