C/AI Guest Service
A concierge that answers on TV, phone and messaging
Guests get an answer in seconds on the in-room TV, phone or messaging. Every request becomes a task for the right team, in any language, around the clock.
AI Solutions delivered and supported by ADVANCED TEAM as the authorized partner of ATACE Inc. (opens in a new tab).
01/Request journey
From guest request to staff task
Pick a request to see what the guest sees and what your team receives.
Could we get two extra towels?Can I check out later tomorrow?The air conditioning isn't cooling.What time is breakfast?
ConciergeOf course. Two towels are on their way to your room.Done. Your checkout is now 14:00. Enjoy the extra time.Sorry about that. A technician is on the way and the team has your details.Here are today's breakfast times from the hotel guide.
Two extra towelsLate checkout · 14:00AC not coolingNo task needed
- Room
- 412
- Channel
- In-room TVMessagingPhone
- Status
- On the wayUpdated in PMSTechnician assignedAnswered by concierge
- 01 · Guest
In-room TVMessagingPhone
- 02 · Concierge
Understands
- 03 · Routing
Creates the taskAnswers directly
- 04 · Team
HousekeepingFront deskMaintenanceNot needed
- 05 · Guest
Confirmed
A spoken request on the TV becomes a housekeeping task without a call to the front desk.
A message becomes a PMS update, confirmed back to the guest.
Anything that needs people goes to staff with the room, the channel and the full context.
Questions are answered in seconds from your own information: amenities, hours, policies and the local guide.
02/Capabilities
What the concierge handles
Always on
Answers 24/7. No hold music.
Any language
International guests served in their own language.
Books & dispatches
Places orders, makes bookings, opens tickets and updates the PMS.
Hands off to people
Escalates to staff with the full context.
03/At a glance
Deployment and specifications
- Channels
- In-room IPTV, phone / voice, and messaging (web and popular chat apps)
- Languages
- Multilingual conversation, configured to your guest mix
- Actions
- Service requests, bookings, orders, maintenance tickets, PMS updates
- Escalation
- Rule-based and AI-judged hand-off to staff with full context
- Integrations
- PMS, POS / room service, housekeeping, ATACE Inc. IPTV and DND / MUR panels
- Deployment
- Cloud or hybrid; brandable to your property
04/Also in the suite
Works with the rest of the suite
See it handle requests for your hotel
We'll show it handling real requests end to end on your channels, with your hotel's information.